Sr. Manager, Customer Success

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 Sr. Manager of Customer Success at Dialpad, you will lead a team of Customer Success Managers supporting our customers across Japan and the rest of APAC. You will be responsible for driving customer outcomes, accelerating product adoption, and building long-term partnerships that fuel retention and expansion. You will serve as a key voice of the customer within Dialpad, partnering cross-functionally to ensure our solutions meet the evolving needs of the Japanese market. This role requires a strong blend of leadership, commercial acumen, and customer-centric thinking in a high-growth SaaS environment. This position reports to the SVP of Customer Success and is based in Tokyo, Japan. What you’ll do Build, manage, and mentor a high-performing team of Customer Success Managers across Japan and APAC, providing ongoing coaching, feedback, and development to drive strong customer outcomes and team performance. Act as the executive leader responsible for customer satisfaction and retention, building and maintaining strong relationships with key stakeholders across customer organizations. Partner with customers to understand their business goals and drive measurable outcomes, identifying and executing on opportunities for expansion and increased adoption. Work closely with customers to maximize the value of the Dialpad platform, proactively identifying opportunities to expand use cases and deepen engagement. Monitor customer health, identify risks early, and lead resolution of escalations to ensure timely and effective outcomes. Collaborate with Sales, Marketing, Product, and Engineering teams to deliver a seamless customer experience and influence product direction based on market feedback. Define and track key performance indicators (KPIs) related to retention, growth, and customer health, providing regular insights and reporting to senior leadership. Stay informed on industry trends and customer needs within Japan and APAC, providing insights to help shape Dialpad’s strategy and product evolution. Skills you’ll bring 8+ years of experience in Customer Success, Account Management, or a related customer-facing role Proven track record managing enterprise-level customers and driving retention and growth 5+ years of people leadership experience, with a strong ability to develop and scale high-performing teams Business-level fluency in both Japanese and English (written and verbal) Strong communication and stakeholder management skills, with the ability to influence at all levels Deep understanding of SaaS business models and customer lifecycle management Experience driving product adoption, expansion, and value realization Strong problem-solving skills with the ability to manage complex customer situations Data-driven mindset, with experience using CRM and customer success tools (e.g., Salesforce, Gainsight, Zendesk) Highly organized, with the ability to manage multiple priorities in a fast-paced environment Experience in telecommunications or SaaS preferred 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.