Your roleAs the Manager of Customer Success for Key Accounts at Dialpad, you will lead a team dedicated to ensuring that our customers derive maximum value from our platform. You will manage customer relationships, drive product adoption, and cultivate long‑term partnerships that drive retention and growth. You will be the voice of the customer internally and work closely with cross‑functional teams to ensure our solutions continue to meet and exceed expectations. This position reports to the SVP, Customer Success and is hybrid based in our Kitchener, Ontario Office.What you’ll doLead and Develop the Team : Build, manage, and mentor a high‑performing team of Customer Success Managers who support Dialpad’s key customers. Provide ongoing coaching, feedback, and development to help your team deliver exceptional 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. Proactively identify opportunities to expand use cases and increase platform utilization.Customer Health & Escalations : Monitor account health, identify risks and opportunities, and lead the resolution of any escalated issues to ensure timely and satisfactory resolution.Collaborative Leadership : Work with Sales, Marketing, Product, and Engineering teams to create customer‑centric strategies, improve product offerings, and deliver the best possible experience for our customers.Metrics & Reporting :



Track key performance indicators (KPIs) for customer success and report on 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.Skills you’ll bring2-3+ years of experience managing a Customer Success or Account Management team.SaaS experience is required; telecommunications experience is preferred.Education: Bachelor’s degree in a technology‑related field; prior experience with SaaS/high‑growth companies is ideal.Customer‑focused with a demonstrable passion for success.Excellent written, verbal and listening communication skills, with a qualified presence, presentation and public speaking style.Proven cross‑functional leadership with a demonstrated track record of collaboration, prioritization and workload management.Quick learner, always embracing new technologies.Technical background in IT Service Management,



Telecommunications and/or IT Operations Management solutions is a plus.Project/program management skills with the ability to synthesize customer success outcomes into well‑structured success plans.Operational acumen with the ability to define success targets and ensure attainment.Familiarity with next‑generation enterprise software customer success principles, including health scores, adoption engineering, success plans and account planning.Proficiency in Salesforce, Gainsight, PowerPoint, Word and Excel.Who you arePositive team player who embraces a team‑first attitude.Comfortable tackling complex customer challenges and finding creative solutions.Adaptable to an ever‑changing environment.Goal‑driven and able to motivate a team to exceed performance goals.Process‑oriented, able to develop functional processes and adapt them quickly.Skilled at establishing rapport and gaining situational awareness in single‑touch interactions.SalaryOntario Pay Transparency Range: $102,400 - $129,400 CAD. This range reflects the base salary only; it does not include bonus, equity or benefits. Salary is determined by role, level and location and may vary based on experience and qualifications.BenefitsWork at the center of the AI transformation in business communications.Build and ship agentic AI products redefining how companies operate.Team environment where AI amplifies every employee’s impact.Competitive salary, comprehensive benefits and real opportunities for growth.Equal‑Opportunity StatementDialpad is an equal‑opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.#J-18808-Ljbffr

📌 Manager Of Customer Success, Key Accounts - C$102,400 - C$129,400 A Year (Winnipeg)
🏢 Dialpad
📍 Winnipeg