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. Your role As the Manager of Customer Success, you will be focused on driving initiatives related to reducing churn and down-sell and driving growth in our small business customer base. You will lead a team of Customer Success Representatives in a one-to-many, high-touch environment. You will help develop strategies to engage with at-risk customers to improve outcomes. You will be responsible for reporting team statistics and performance results to other members of the leadership team and executive staff. This position reports to our SVP, Customer Success and is hybrid based in our Kitchener, Ontario Office. What you’ll do Lead a high-performance Customer Success team focused on higher touch engagement. Monitor KPIs and evaluate team performance to ensure we are operating at the highest standard. Evaluate churn and down-sell reasons and implement plans to reduce customer churn. Drive retention activities based on the client's situation. Lead process improvements through the creation and execution of new strategies. Facilitate expansion opportunities with existing customers. Skills you’ll bring Bachelor’s degree in a technology-related field and prior experience with SaaS/high-growth companies is ideal for this role. Customer-focused and demonstrable passion for customer success. Excellent written, verbal, and listening communication skills with a professional (even dynamic) presence, presentation, and public speaking skills. Proven cross-functional leader with a proven track record of collaboration, prioritization, and workload management. Quick learner, always looking to embrace and master new technologies. Technical background in IT Service Management, Telecommunications, and/or IT Operations Management solutions is a plus, though not required. Capable project/program management skills with the ability to synthesize customer success outcomes into well-structured success plans that deliver against such outcomes. Proven operational acumen with the ability to define success targets and ensure attainment of those targets. Familiarity with next-generation enterprise software customer success principles, including customer health scores & management, adoption engineering, customer success plans, and account planning. Excellent skills and ability to use Salesforce, Customer Success tools (e.g., Gainsight), PowerPoint, Word, and Excel. Who you are Positive team player who embraces a team-first attitude and contributes to overall team success. You enjoy tackling complex customer challenges and finding creative solutions. Able to adapt quickly to an ever-changing environment. Goal-driven and able to motivate a team to meet and exceed performance goals. Process-oriented - able to develop functional processes and adapt them quickly to meet changing demands. Able to establish rapport and gain situational awareness quickly in single-touch interactions with customers. Experience with telecommunication or SaaS providers is required. For exceptional talent based in Ontario, Canada the target base salary range for this position is posted below. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the target range for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in Ontario role postings reflect the base salary only, and do not include bonus, equity, or benefits. Ontario Pay Transparency Range $102,400—$129,400 CAD 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.