Lead Customer Success Specialist

Dialpad · Phoenix

Customer Supportposted 6w ago

About Dialpad
Dialpad is the AI platform for customer experience, built to resolve customer problems in real time across voice and digital. Our AI agents learn from your best human agents and improve with every interaction, helping organizations understand their customers, deliver better experiences, increase operational efficiencies, and build a lasting competitive advantage.

Unlike legacy systems built to route and answer, or standalone agentic bot vendors built to deflect, Dialpad was built to resolve. Our AI agents and human agents operate on a single platform with shared context, allowing Agentic AI to resolve issues, advance deals, and eliminate busywork through automation while seamlessly handing conversations to humans when needed, with full context preserved.

Market-leading brands, including Randstad, Motorola Solutions, Netflix, the San Diego Padres, the Colorado Rockies Baseball Club, and Cal Athletics, trust Dialpad. Dialpad is backed by Andreessen Horowitz, GV, ICONIQ Capital, and T-Mobile.

Being a Dialer
At Dialpad, AI isn’t just a feature; it’s how our teams do their best work every day. We put powerful AI tools in every employee’s hands so they can move faster, think bigger, and achieve more.

We believe every conversation matters. And we’ve built the platform that turns those conversations into insight and action, for our customers and ourselves.

We look for people who are intensely curious and hold themselves to a high bar. Our ambition is significant, and achieving it requires a team that operates at the highest level. We seek individuals who embody our core traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic.

Your Role
As a key member of our team, you will be instrumental in addressing complex customer challenges with creative solutions and driving process improvements. We seek an adaptable, process-oriented professional with excellent digital communication skills and the ability to build rapport and develop situational awareness in customer interactions. This remote role requires full on-camera engagement during US core hours (8 AM - 5 PM Mountain Time) from a dedicated, technically equipped workspace with excellent internet connectivity. Your contributions will be vital to our team's success in a dynamic environment.

Instrumental in the success and retention of Dialpad customers, our Customer Success teams are the backbone of our company. The CS organization is responsible for delivering the absolute highest levels of satisfaction and success in the deployment and overall customer journey phases. Using your problem-solving skills and inherent motivation to help others, you will delight and assist our customers from their first call to their last (if there is one!).

What you’ll do

Lead all post-sales activities for Dialpad’s customers through strong relationship-building, product knowledge, planning, and execution.
Act in a team lead capacity, handling escalations and supporting the greater CSM team
Provide Mentoring and coaching, and support the development of CSM’s
Act as the voice of the customer within Dialpad. As the owner of the customer relationship, the Customer Success Advocate is expected to work cross-functionally with Sales, Marketing, Product, Engineering, and Data Science to ensure that a consistent, strong customer message is embedded in everything we do.
Develop a positive, trusted relationship with your customers by providing value throughout the customer partnership.
Retain long-term partnerships with customers by independently renewing successful customers.
Establish and oversee the customer's adoption, training, and development of best practices to continually drive incremental value and return on the customer's investment.
Maintain a deep understanding of our solutions and speak with customers about the most meaningful features/functionality for their specific business needs.
Manage customer escalations by documenting open issues, facilitating regular status meetings, and collaborating cross-functionally to resolve them.
Track accounts to identify churn risks and proactively mitigate them.

Skills you’ll bring

3-5 years of experience in Customer Success.
Previous Lead Experience preferred
Experience with telecommunication or SaaS providers required.
A real passion for providing top-notch account management.
Strong written communication skills.
Excellent time management and organizational skills with the ability to track numerous details.
A desire to work in a dynamic startup where your input is valued to help craft our offerings and how we interact with clients.

Why Join Dialpad

Work at the center of the AI transformation in business communications
Build and ship agentic AI products that are redefining how companies operate
Join a team where AI amplifies every employee’s impact
Competitive salary, comprehensive benefits, and real opportunities for growth

We believe in investing in our people. Dialpad offers competitive benefits and perks, cutting-edge AI tools, and a robust training program that help you reach your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection. Our exceptional culture, repeatedly recognized as a Great Place to Work, ensures that every employee feels valued and empowered to contribute to our collective success.

Don’t meet every single requirement? If you’re excited about this role and possess the fundamental traits, drive, and strong ambition we seek, but your experience doesn’t meet every qualification, we encourage you to apply.

Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.