Sr. Manager, Customer Success & CX, APAC
Sydney, New South Wales, Australia · À temps plein
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- Expérience
- 8 ans et plus
- Salaire
- —
- Ouvertures
- 1
- Publié
- il y a 4 semaines
- Mode de travail
- Au bureau
- Éducation
- Bachelor’s degree in Business, Computer Science, Engineering, or a related field
- Admissibilité
- Experienced customer success, professional services, or account management leaders with a background in SaaS or telecommunications, strong enterprise client exposure, and the ability to manage international, cross-functional teams. Candidates with business-level Japanese are preferred, but it is no…
- CV
- Candidature requise
Votre lieu de travail
Description de l'emploi
About the company
Dialpad is an AI-first business communications platform that brings calling, messaging, meetings, and contact center capabilities together in one place, with real-time AI built into every conversation. Over 70,000 organizations worldwide, including WeWork, Asana, NASDAQ, AAA Insurance, COMPASS Realty, Uber, Randstad, and Tractor Supply, use Dialpad to strengthen customer relationships through live AI-powered insights. The company is also moving into Agentic AI through its DAART initiative, which focuses on intelligent agents that can act on conversation insights by automating workflows, resolving issues, and helping grow revenue in real time.
About the team
The Customer Experience function plays a central role in customer retention and overall success. This team focuses on delivering top-tier satisfaction across deployment and the full customer journey, helping customers from onboarding through long-term use. The culture values curiosity, resilience, optimism, persistence, empathy, and a high standard of execution.
Role overview
As the Senior Manager, Customer Success & CX for APAC, you will lead and coordinate Customer Success, Support, and Professional Services across international markets. You will connect technical delivery with long-term customer value, support the growth of a high-performing global team, and act as a key link between Sales, Product, Support, and Engineering. The role reports to the SVP of Customer Success and works closely with international leadership and the Customer Success, Support, and Professional Services teams.
Leadership and strategy
- Lead, coach, and develop a strong international team of Customer Success Managers, support staff, and Professional Services professionals.
- Own regional escalation handling and make on-the-ground decisions with full accountability for local business outcomes.
- Create and implement strategies for international markets that support company objectives while remaining scalable and relevant to the region.
- Work closely with Sales, Support, Product, and Engineering to improve the customer journey and feed regional insights into product improvements.
- Directly manage Customer Success Managers in Australia and Japan.
Professional services and operational excellence
- Oversee international professional services work, including delivery planning, resource assignment, project management, and custom integration or consulting engagements.
- Support pre-sales efforts by partnering with Sales on technical discovery, proposal preparation, and accurate resourcing forecasts.
- Establish delivery practices that make implementation consistent, scalable, and repeatable across markets.
Customer success and growth
- Act as the senior leader accountable for customer satisfaction, health, and retention within the international strategic segment.
- Work with customers to drive adoption, reduce churn, and increase the value they receive from Dialpad.
- Manage escalations as the executive contact for difficult technical issues and relationship challenges.
- Own key relationships with the company’s largest accounts.
Commercial ownership and reporting
- Support regional revenue growth through billable services, upsell opportunities, and account expansion.
- Define and monitor performance measures such as time-to-value, Professional Services utilization, CSAT, net revenue retention, and gross renewals.
Why join Dialpad
You’ll be working at the center of AI-led transformation in business communications, helping build and launch agentic AI products that change how companies operate. Dialpad offers competitive compensation, full benefits, opportunities to grow, AI tools that amplify employee impact, and a strong training environment. The office culture is designed to encourage collaboration, connection, and inclusion, and the company is recognized for a workplace culture where employees feel valued and empowered.
Additional information
Applicants are encouraged to apply even if they do not meet every listed qualification, as long as they bring the core qualities, drive, and ambition for the role. Dialpad is an equal-opportunity employer committed to inclusion and a workplace free from discrimination and harassment.