# Lead Customer Success Specialist

**Company:** [Dialpad](https://hotfix.jobs/companies/dialpad)
**Location:** Remote
**Role:** Customer Success
**Experience:** 3+ years
**Skills:** Customer Success, Account Management, SaaS, Telecommunications, Customer Retention, Customer Adoption, Customer Training, Escalation Management, Written Communication, Time Management, Cross-Functional Collaboration
**Posted:** 2026-08-03

> Leads post-sales customer success activities, escalations, adoption, renewals, and retention while mentoring Customer Success Managers. The role requires 3–5 years of Customer Success experience and telecommunications or SaaS experience.

## Job Description

## 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.

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**Apply:** https://hotfix.jobs/jobs/58a1a8d5-80b7-4389-9ece-96e192772e37
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