Customer Success Specialist

Dialpad; Pasig; On-site; PHP 600,000 - 800,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive benefits

Training program

Job summary

Dialpad is seeking a Customer Success Advocate in the Philippines to lead post-sales activities and ensure customer satisfaction. This role involves building strong relationships, acting as the voice of the customer, and working cross-functionally within the company. The ideal candidate has 1-5 years of experience in Customer Success, preferably in telecommunications or SaaS. Dialpad offers a competitive salary, comprehensive benefits, and a vibrant work culture that values innovation and collaboration.

Qualifications

• 1–5 years of experience in Customer Success.
• Experience with telecommunications or SaaS providers required.
• Excellent time-management and organizational skills.

Responsibilities

• Lead all post-sales activities and build strong relationships.
• Act as the voice of the customer within Dialpad.
• Manage customer escalations and track accounts to identify churn risks.

Skills

Customer Success experience

Telecommunications or SaaS knowledge

Account management

Time-management skills

Organizational skills

Job description

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.

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 a key member of our team, you will be instrumental in addressing complex customer challenges with creative solutions and driving process improvements. You will be an adaptable, process‑oriented professional with excellent digital communication skills, adept at building rapport and situational awareness in customer interactions. This remote role requires full on‑camera engagement during US core hours (8 AM – 5 PM Pacific Time) from a dedicated, technically enabled workspace with excellent internet connectivity. Your contributions will be vital to our team's success in a dynamic environment.

Instrumental in the success and retention of Dialpad customers, our Customer Success teams are the backbone of our company. The CS organization is responsible for delivering the absolute highest levels of satisfaction and success in the deployment and overall customer journey phases. Using your problem‑solving skills and inherent motivation to help others, you will delight and assist our customers from their first call to their last (if there is one!).

What you’ll do

• Lead all post‑sales activities for Dialpad’s customers through strong relationship‑building, product knowledge, planning, and execution.
• Act as the voice of the customer within Dialpad. As the owner of the customer relationship, the Customer Success Advocate is expected to work cross‑functionally with Sales, Marketing, Product, Engineering, and Data Science to ensure a consistent and strong customer message is embedded in everything we do.
• Develop a positive, trusted relationship with your customers by providing value throughout the customer partnership.
• Retain long‑term partnerships with customers by independently renewing successful customers.
• Establish and oversee the customer’s adoption, training, and development of best practices to continually drive incremental value and return on the customer’s investment.
• Maintain a deep understanding of our solutions and speak with customers about the most meaningful features/functionality for their specific business needs.
• Manage customer escalations by documenting open issues, facilitating regular status meetings, and working cross‑functionally toward resolution.
• Track accounts to identify churn risks and work proactively to mitigate those risks.

Skills you’ll bring

• 1–5 years of experience in Customer Success.
• Experience with telecommunications or SaaS providers required.
• A real passion for providing top‑notch account management.
• Excellent time‑management and organizational skills with the ability to track numerous details.
• A desire to work in a dynamic startup where your input is valued to help craft our offerings and how we interact with clients.

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.