About the role
About Dialpad Dialpad is the AI-native business communications platform. We unify calling, messaging, meetings, and contact center on a single platform - powered by AI that understands every conversation in real time. More than 70,000 companies around the globe, including WeWork, Asana, NASDAQ, AAA Insurance, COMPASS Realty, Uber, Randstad, and Tractor Supply, rely on Dialpad to build stronger customer connections using real-time, AI-driven insights. We’re now leading the shift to Agentic AI: intelligent agents that don’t just analyze conversations but take action by automating workflows, resolving customer issues, and accelerating revenue in real time. Our DAART initiative (Dialpad Agentic AI in Real Time) is redefining what a communications platform can do. Visit dialpad.com to learn more. 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 .
About
the team Instrumental in the success and retention of Dialpad customers, our Customer Experience teams are the backbone of our company. The CX 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!) Your Role As the Sr. Manager, Customer Success & CX, APAC, you will be a dynamic and experienced leader responsible for coordinating Customer Success, Support and Professional Services organizations across our international markets. In this pivotal role, you will bridge the gap between initial technical delivery and long-term value realization. You will cross-functionally support a high-performing international team dedicated to ensuring our largest global customers successfully deploy, adopt, and expand their use of Dialpad. Serving as a key bridge between Sales, Product, Support, and Engineering, you will drive operational excellence, unlock international revenue growth, and serve as the ultimate executive voice for our international clients. This position reports to our SVP of Customer Success, and will cross-functionally partner directly with the international leader and Dialpad’s Customer Success, Support, and Professional Services Leadership teams. What You’ll Do Leadership & Strategy Unified Team Lead: Build, Coach, and mentor a high-performing international team of Customer Success Managers (CSMs), Support resources, and Professional Services (PS) delivery professionals. Lead regional operations as the escalation owner and on-ground decision-maker, possessing final accountability for localized business decisions and outcomes. International Strategy: Develop and execute strategic initiatives for international markets that align with overall corporate goals, ensuring scalability and regional relevance. Cross-Functional Collaboration: Partner closely with Sales, Support, Product, and Engineering to streamline the customer lifecycle and improve product offerings based on international market feedback. Direct Management of Customer Success Managers in Australia and Japan. Professional Services & Operational Excellence Service Delivery Oversight: Oversee international professional services operations, including project management, resource allocation, and custom integration/consulting delivery. Sales-to-Services Transition: Foster a seamless relationship with the Sales team to support pre-sales activities, including technical scoping, proposal development, and accurate resource planning. Methodology & Scale: Implement best practices for project delivery to ensure consistent, scalable, and repeatable implementation experiences worldwide. Customer Success & Strategic Growth Executive Customer Advocacy: Serve as the senior leader responsible for customer satisfaction, health, and retention within the international strategic segment. Adoption & Churn Mitigation: Partner with clients to accelerate product adoption, minimize churn, and maximize the business value they derive from the Dialpad platform. Escalation Management: Monitor account health across the international portfolio and act as the executive point of contact for complex technical or relationship escalations. Strategic Account Management: Own the relationship with our largest accounts Financials & Performance Tracking Revenue Growth: Drive regional revenue through the successful execution of billable services, upsell opportunities, and long-term account expansion. Metrics & Reporting: Establish and track key performance indicators (KPIs) across all disciplines, including time-to-value, PS utilization rates, CSAT, net revenue retention (NRR), and gross renewals. Skills You’ll Bring Experience: 8+ years of experience in Customer Success, Professional Services, or Account Management within the SaaS or telecommunications industry. Leadership: 1-3 years of Customer Success management experience, with a proven track record of supporting multi-disciplinary or cross-functional teams (experience working with distributed or international teams is highly preferred). Enterprise Expertise: experience managing complex, Enterprise-level clients and delivering high-quality implementation and consulting services. Technical Expertise: in-depth knowledge of CCaaS, UCaaS, and AI to guide customer adoption and growth. Commercial Acumen: Strong understanding of SaaS business models, subscription metrics, and professional services revenue management (scoping, utilization, and margin). Communication: Exceptional interpersonal, presentation, and negotiation skills, with the ability to build trust with C-level stakeholders globally. Data-Driven Mindset: Proficient in leveraging customer success platforms and CRM tools (e.g., Salesforce, Gainsight, Zendesk) to track KPIs and optimize operations. Education: Bachelor’s degree in Business, Computer Science, Engineering, or a related field; MBA or advanced degree preferred. Business-level proficiency in Japanese is preferred, but not required.
