Sr. Manager, Customer Success & CX, APAC

About the team 

Instrumental in the success and retention of Dialpad customers, our Customer Experience teams are the backbone of our company. The CX 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!)

Your Role

As the Sr. Manager, Customer Success & CX, APAC, you will be a dynamic and experienced leader responsible for coordinating Customer Success, Support and Professional Services organizations across our international markets.

In this pivotal role, you will bridge the gap between initial technical delivery and long-term value realization. You will cross-functionally support a high-performing international team dedicated to ensuring our largest global customers successfully deploy, adopt, and expand their use of Dialpad. Serving as a key bridge between Sales, Product, Support, and Engineering, you will drive operational excellence, unlock international revenue growth, and serve as the ultimate executive voice for our international clients.

This position reports to our SVP of Customer Success, and will cross-functionally partner directly with the international leader and Dialpad’s Customer Success, Support, and Professional Services Leadership teams. 

What You’ll Do

Leadership & Strategy

• Unified Team Lead: Build, Coach, and mentor a high-performing international team of Customer Success Managers (CSMs), Support resources, and Professional Services (PS) delivery professionals.
• Lead regional operations as the escalation owner and on-ground decision-maker, possessing final accountability for localized business decisions and outcomes.
• International Strategy: Develop and execute strategic initiatives for international markets that align with overall corporate goals, ensuring scalability and regional relevance.
• Cross-Functional Collaboration: Partner closely with Sales, Support, Product, and Engineering to streamline the customer lifecycle and improve product offerings based on international market feedback.
• Direct Management of Customer Success Managers in Australia and Japan.

Professional Services & Operational Excellence

• Service Delivery Oversight: Oversee international professional services operations, including project management, resource allocation, and custom integration/consulting delivery.
• Sales-to-Services Transition: Foster a seamless relationship with the Sales team to support pre-sales activities, including technical scoping, proposal development, and accurate resource planning.
• Methodology & Scale: Implement best practices for project delivery to ensure consistent, scalable, and repeatable implementation experiences worldwide.

Customer Success & Strategic Growth

• Executive Customer Advocacy: Serve as the senior leader responsible for customer satisfaction, health, and retention within the international strategic segment.
• Adoption & Churn Mitigation: Partner with clients to accelerate product adoption, minimize churn, and maximize the business value they derive from the Dialpad platform.
• Escalation Management: Monitor account health across the international portfolio and act as the executive point of contact for complex technical or relationship escalations.
• Strategic Account Management: Own the relationship with our largest accounts

Financials & Performance Tracking

• Revenue Growth: Drive regional revenue through the successful execution of billable services, upsell opportunities, and long-term account expansion.
• Metrics & Reporting: Establish and track key performance indicators (KPIs) across all disciplines, including time-to-value, PS utilization rates, CSAT, net revenue retention (NRR), and gross renewals.

Skills You’ll Bring

• Experience: 8+ years of experience in Customer Success, Professional Services, or Account Management within the SaaS or telecommunications industry.
• Leadership: 1-3 years of Customer Success management experience, with a proven track record of supporting multi-disciplinary or cross-functional teams (experience working with distributed or international teams is highly preferred).
• Enterprise Expertise: experience managing complex, Enterprise-level clients and delivering high-quality implementation and consulting services.
• Technical Expertise: in-depth knowledge of CCaaS, UCaaS, and AI to guide customer adoption and growth.
• Commercial Acumen: Strong understanding of SaaS business models, subscription metrics, and professional services revenue management (scoping, utilization, and margin).
• Communication: Exceptional interpersonal, presentation, and negotiation skills, with the ability to build trust with C-level stakeholders globally.
• Data-Driven Mindset: Proficient in leveraging customer success platforms and CRM tools (e.g., Salesforce, Gainsight, Zendesk) to track KPIs and optimize operations.
• Education: Bachelor’s degree in Business, Computer Science, Engineering, or a related field; MBA or advanced degree preferred.
• Business-level proficiency in Japanese is preferred, but not required.