Dialpad is the AI platform for customer experience, built to resolve customer problems in real time across voice and digital. Our AI agents learn from your best human agents and improve with every interaction, helping organizations understand their customers, deliver better experiences, increase operational efficiencies, and build a lasting competitive advantage.

Unlike legacy systems built to route and answer, or standalone agentic bot vendors built to deflect, Dialpad was built to resolve. And we’ve built the platform that turns those conversations into insight and action, for our customers and ourselves.

As the Manager, Customer Success at Dialpad, you will lead a team of Customer Success Managers (Key Accounts) dedicated to ensuring that our customers derive maximum value from our platform. You will be responsible for managing customer relationships, driving product adoption, and cultivating long-term partnerships that lead to customer retention and growth. You will be the voice of the customer internally and will work closely with cross-functional teams to ensure our solutions continue to meet and exceed customer expectations.

You will help develop strategies to engage with at‑risk customers to improve outcomes. You will be responsible for reporting team statistics and performance results to other members of the leadership team and executive staff.

This position reports to our SVP, Customer Success and is hybrid based in our Kitchener, Ontario Office.

Lead and Develop the Team : Build, manage, and mentor a high‑performing team of Customer Success Managers (CSMs) who support Dialpad’s Key customers. Provide ongoing coaching, feedback, and development to help your team deliver exceptional customer outcomes.

Customer Advocacy : Serve as the leader responsible for customer satisfaction and retention within the Key segment.

Driving Adoption and Engagement :



Collaborate with customers to accelerate product adoption, minimize churn, and help them fully realize the value of the Dialpad platform.

Customer Health & Escalations : Monitor customer account health, identifying risks and opportunities.

Collaborative Leadership : Collaborate with Sales, Marketing, Product, and Engineering teams to create customer‑centric strategies, improve product offerings, and deliver the best possible experience for our customers.

Track key performance indicators (KPIs) for customer success. Report on customer health, renewals, expansion, and overall success metrics to senior leadership.

Thought Leadership : Stay informed on industry trends and customer needs, and provide insights and feedback to help shape the future of Dialpad’s products and services.

2-3+ years of management experience, leading a Customer Success or Account Management team.

Experience working for SaaS Bachelor’s degree in a technology‑related field and prior experience with SaaS/high‑growth companies is ideal for this role.

Customer‑focused and demonstrable passion for customer success.

Excellent written, verbal, and listening communication skills with a professional (even dynamic) presence, presentation, and public speaking skills.

Proven cross‑functional leader with a proven track record of collaboration, prioritization, and workload management.

Technical background in IT Service Management, Telecommunications, and/or IT Operations Management solutions is a plus, though not required.





Capable project/program management skills with the ability to synthesize customer success outcomes into well‑structured success plans that deliver against such outcomes.

Familiarity with next‑generation enterprise software customer success principles, including customer health scores & management, adoption engineering, customer success plans, and account planning.

Excellent skills and ability to use Salesforce, Customer Success tools (e.g., Gainsight), PowerPoint, Word, and Excel.

You enjoy tackling complex customer challenges and finding creative solutions.

Goal‑driven and able to motivate a team to meet and exceed performance goals.

Able to establish rapport and gain situational awareness quickly in single‑touch interactions with customers.

For exceptional talent based in Ontario, Canada the target base salary range for this position is posted below. The range displayed on each job posting reflects the target range for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job‑related skills, experience, and relevant education or training.

Please note that the compensation details listed in Ontario role postings reflect the base salary only, and do not include bonus, equity, or benefits.

$102,400 — $129,400 CAD

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

Dialpad offers competitive advantages and perks, cutting‑edge AI tools, and a robust training program that help you reach your full potential. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment. #

📌 Manager, Customer Success (Kitchener)
🏢 Dialpad
📍 Kitchener