# Manager, Customer Success

**Company:** [Dialpad](https://hotfix.jobs/companies/dialpad)
**Location:** Kitchener, Canada
**Role:** Customer Success
**Salary:** CA$102k – CA$129k/yr
**Experience:** 5+ years
**Skills:** SaaS, Customer Success, Account Management, Telecommunications, It Service Management, It Operations Management, Project Management, Program Management, Customer Health Scores, Adoption Engineering, Account Planning, Salesforce, Gainsight, PowerPoint, Excel
**Posted:** 2026-08-03

> Leads a team of Customer Success Managers serving key accounts, driving adoption, retention, expansion, and executive reporting. The role requires SaaS experience, people-management expertise, strong cross-functional leadership, and familiarity with customer-success operations and tools.

## Job Description

## Responsibilities

- Lead, manage, and mentor a high-performing team of Customer Success Managers supporting key customers.
- Provide ongoing coaching, feedback, and professional development.
- Own customer satisfaction and retention within the key-account segment.
- Drive product adoption, engagement, retention, and expansion.
- Identify risks and opportunities through customer health monitoring.
- Lead escalated issue resolution and ensure timely, satisfactory outcomes.
- Collaborate with Sales, Marketing, Product, and Engineering on customer-centric strategies and product improvements.
- Track customer-success KPIs and report on customer health, renewals, expansion, and performance to senior leadership.
- Provide customer and industry insights to help shape products and services.

## Requirements

- 2–3+ years of management experience leading a Customer Success or Account Management team.
- Required SaaS experience; telecommunications experience preferred.
- Bachelor's degree in a technology-related field preferred.
- Customer-focused with a demonstrated passion for customer success.
- Excellent written, verbal, listening, presentation, and public-speaking skills.
- Proven cross-functional leadership, collaboration, prioritization, and workload-management abilities.
- Ability to learn and master new technologies quickly.
- Project and program management skills, including creating structured customer success plans.
- Operational acumen and ability to define and achieve success targets.
- Familiarity with customer health scores and management, adoption engineering, customer success plans, and account planning.
- Ability to establish rapport and quickly gain situational awareness in customer interactions.
- Goal-driven, adaptable, process-oriented, and able to motivate a team.

## Nice to Have

- Technical background in IT service management, telecommunications, or IT operations management solutions.
- Experience at a high-growth SaaS company.

## Tools

- Salesforce
- Gainsight or other customer-success tools
- PowerPoint
- Microsoft Word
- Microsoft Excel

## Compensation and Benefits

- Target base salary: **$102,400–$129,400 CAD** for exceptional talent based in Ontario, Canada.
- Salary reflects base pay and excludes bonus, equity, and benefits.
- Competitive benefits and perks.
- AI tools, professional training, and growth opportunities.
- Inclusive office environment focused on collaboration and connection.

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