Lead Customer Success Specialist

Responsibilities

• Lead all post-sales activities for Dialpad customers through relationship-building, product knowledge, planning, and execution.
• Act in a team lead capacity by handling escalations and supporting the broader Customer Success Manager team.
• Mentor and coach Customer Success Managers and support their professional development.
• Represent the customer within Dialpad and collaborate cross-functionally with Sales, Marketing, Product, Engineering, and Data Science.
• Build positive, trusted customer relationships by providing value throughout the customer partnership.
• Retain long-term customer partnerships and independently renew successful customers.
• Establish and oversee customer adoption, training, and best practices to drive incremental value and return on investment.
• Maintain deep knowledge of Dialpad solutions and align relevant features and functionality to customer business needs.
• Manage customer escalations by documenting open issues, facilitating status meetings, and collaborating cross-functionally on resolution.
• Monitor accounts for churn risks and proactively mitigate them.

Requirements

• 3–5 years of Customer Success experience.
• Previous lead experience preferred.
• Experience with telecommunications or SaaS providers required.
• Strong account management orientation and commitment to customer service.
• Strong written communication skills.
• Excellent time-management and organizational skills, with the ability to track numerous details.
• Adaptability, process orientation, digital communication skills, and strong rapport-building abilities.
• Ability to work remotely with full on-camera engagement during US core hours, 8 AM–5 PM Mountain Time.
• Dedicated, technically equipped workspace with reliable internet connectivity.

Compensation and Benefits

• Competitive salary.
• Comprehensive benefits and perks.
• Opportunities for professional growth.
• Access to AI tools and a robust training program.