Remote Lead Customer Success Specialist

Dialpad; Pasig; Remote; PHP 800,000 - 1,200,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive benefits

Growth opportunities

AI tools training

Job summary

Dialpad is seeking a Customer Success Advocate to own post-sales activities, nurture customer relationships, and guide the CSM team in delivering exceptional value. This remote role requires leading with a customer-centric approach and partnering with Sales, Product, and Engineering to drive adoption and renewals.

You will mentor teammates, own the voice of the customer, and coordinate cross-functionally to resolve escalations while minimizing churn across a global client base.

Qualifications

• 3-5 years of experience in Customer Success.
• Previous Lead Experience preferred.
• Experience with telecommunication 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.

Responsibilities

• Lead all post-sales activities for Dialpad’s customers through strong relationship-building, product knowledge, planning, and execution.
• Act in a team lead capacity, handling escalations and supporting the greater CSM team
• Provide mentoring and coaching, and support the development of CSMs
• 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 that a consistent, 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 collaborating cross-functionally to resolve them.
• Track accounts to identify churn risks and proactively mitigate them.

Job description

Dialpad is seeking a Customer Success Advocate to own post-sales activities, nurture customer relationships, and guide the CSM team in delivering exceptional value. This remote role requires leading with a customer-centric approach and partnering with Sales, Product, and Engineering to drive adoption and renewals.

You will mentor teammates, own the voice of the customer, and coordinate cross-functionally to resolve escalations while minimizing churn across a global client base.