Manager, Customer Success, Smb
2 weeks ago
Work beautifully
Dialpad is where work comes together—one, beautiful workspace for anywhere communication & collaboration.
With the industry's most innovative business phone system, unlimited text and team messaging, one-click video meetings, and the world's most advanced AI Contact Center—Dialpad is completely transforming how the world works together.
About the team
Instrumental in the success and retention of Dialpad customers, our Customer Success teams are the backbone of our company.
The CS 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 Manager of SMB Customer Success you will be focused on driving initiatives related to reducing churn and downsell in our small business customer base.
You will be responsible for reporting team statistics and performance results to other members of the leadership team and executive staff.
The Manager of SMB Customer Success is a member of the Customer Success organization and will report directly to the SVP of Customer Success.
What you'll do
- Lead a high performance Customer Success team focused on higher touch engagement
- Monitor KPI's and evaluate team performance to ensure we are operating at the highest standard
- Evaluate churn and downsell reasons and implement plans to reduce customer churn
- Drive retention activities based on client's situation
- Lead process improvements through creation to execution of new strategies
- Facilitate expansion opportunities with existing customers
Skills you'll bring
- Bachelor's degree in technologyrelated field and prior experience with SaaS/high growth companies is ideal for this role
- Customer focused and demonstrable passion about customer success
- Excellent written, verbal, and listening communications skills with a professional (even dynamic) presence, presentation and public speaking skills
- Proven cross functional leader with proven track record of collaboration, prioritization, and workload management
- Quick learner, always looking to embrace and master new technologies
- 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 ability to synthesize customer success outcomes into wellstructured success plans that deliver against such outcomes
- Proven operational acumen with ability to define success targets and ensure attainment of targets
- Familiarity with nextgeneration enterprise software customer success principles, including customer health scores & management, adoption engineering, customer success plans, account planning
- Excellent skills / ability to use Salesforce, Customer Success tools (e.g., Gainsight), PowerPoint, Word and Excel
Who you are
- Positive team player who embraces a teamfirst attitude and contributes to overall team success
- You enjoy tackling complex customer challenges and finding creative solutions
- Able to adapt quickly to an ever changing environment
- Goal driven and able to motivate a team to meet and exceed performance goals
- Process oriented able to develop functional processes and adapt them quickly to meet changing demands
- Able to establish rapport and gain situational awareness quickly in single touch interactions with customers
- Experience with telecommunication or SaaS providers required
Dialpad benefits and perks
Equity, balance, and belonging
At Dialpad, we strive to ensure that Dialers are free to bring their full selves to work each day, and champion the intersectionality that exists between gender identity, ethnicity, age, disability status, and the many other aspects of our greater humanity.
Culture
We've been named a Top Workplace seven times, and a big part of this is because of our collaborative culture that elevates our teammates, celebrates wins, and brings together passion and talent.
Compensation and equity
Teamwork makes the dream work, and Dialpad offers competitive salaries in addition to stock options because each and every Dialer participates in our success.
Benefits, time-off, and wellness
An apple a day keeps the doctor away—and it doesn't hurt that we offer flexible time off and great options for medical, dental, and vision plans for all employees.
Continuing education
D
-
Segment Manager, Smb
2 weeks ago
Vancouver, British Columbia, Canada Seequent Full timeWant to work for a high growth, agile and innovative SaaS company, focused on solving today's biggest geoscience challenges? We are looking for a SMB Segment Manager to join usThe CompanySeequent builds world-leading subsurface software, helping create a better understanding of the earth to ensure a better world for all.We are constantly evolving at the...
-
Customer Success Manager, Fiix
2 weeks ago
Vancouver, British Columbia, Canada Rockwell Automation Full timeRockwell Automation is a global technology leader focused on helping the world's manufacturers be more productive, sustainable, and agile. With more than 25,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale,...
-
Account Executive, Smb
2 weeks ago
Vancouver, British Columbia, Canada Absolute Software Full timeWorking as part of Absolute's award-winning Sales team, SMB Account Executives are primarily responsible for prospecting for new customers, relationship building with our partners, and meeting quarterly sales goals.While the primary focus of the role is new account acquisition, SMB Account Executives may also be responsible for providing customer support to...
-
Smb Account Executive
2 weeks ago
Vancouver, British Columbia, Canada Community Phone Full timeNote_: We are hiring globally. There's a lucrative career path for you at Community Phone, with leadership opportunities opening up all the time. We're growing 500%/year and need great people to help us build an amazing company._About You:As an SMB Account Executive, you will hunt down small businesses around the country, and bring them to a close. You'll be...
-
SMB Account Manager
2 weeks ago
Vancouver, British Columbia, Canada Sophos Full timeRole Summary The SMB Account Manager will manage inbound sub-100 business users) driven by channel partners, assisting partners with quotes, renewals, deal registrations, licensing, and other sales-related activity. What You Will Do Manage a funnel of inbound leads and prioritize responses based on service level agreements and exceed monthly quota for...
-
Smb Account Executive
2 weeks ago
Vancouver, British Columbia, Canada Ntirety Full timeCOMPANY OVERVIEW:When it comes to a cybersecurity crisis, the question is not if, but when it will happen - that's why Ntirety's mission to provide proactive compliant security is crucial in today's business landscape. No matter what role or department you work in, being a part of Ntirety means supporting all of our different teams to help keep our clients...
-
Smb Account Manager
2 weeks ago
Vancouver, British Columbia, Canada Sophos Full timeAbout UsRole Summary The SMB Account Manager will manage inbound sub100 business users) driven by channel partners, assisting partners with quotes, renewals, deal registrations, licensing, and other salesrelated activity.What You Will Do: Manage a funnel of inbound leads and prioritize responses based on service level agreements and exceed monthly quota for...
-
Customer Success Manager
2 weeks ago
Vancouver, British Columbia, Canada CrowdStrike Holdings, Inc. Full time $95,000 - $160,000Customer Success Manager (Remote, CAN) page is loaded Sr. Customer Success Manager (Remote, CAN) Apply locations Canada - Remote ON Canada - Remote NS Canada - Remote NB Canada - Remote AB time type Full time posted on Posted 24 Days Ago job requisition id R17819 #WeAreCrowdStrike and our mission is to stop breaches. As a global leader in cybersecurity, our...
-
Manager of Customer Success
2 weeks ago
Vancouver, British Columbia, Canada Creator Full time $75,000 - $100,000Manager of Customer SuccessCompany: CreatorTitle: Manager of Customer Success Status: Full-time, HybridIntroducing Creator ( - renowned for our groundbreaking technology and meteoric rise within Vancouver's startup ecosystem, we're recognized as one of the world's top influencer marketing platforms. Distinguished as a leader in the G2 Spring Report we are...
-
Customer Success Manager
1 month ago
Vancouver, British Columbia, Canada Fobi AI Full timeSalary: $70,000 to $80,000About Fobi:Fobi is a trailblazer in mobile wallet pass marketing, offering a robust, multi-channel platform designed to empower companies in crafting and deploying impactful wallet pass campaigns. These campaigns include ticketing, event access, and promotional activities aimed at augmenting revenue streams such as ticket,...
-
Customer Success Manager
4 weeks ago
Vancouver, British Columbia, Canada Fobi AI Full timeSalary: $70,000 to $80,000About Fobi:Fobi is a trailblazer in mobile wallet pass marketing, offering a robust, multi-channel platform designed to empower companies in crafting and deploying impactful wallet pass campaigns. These campaigns include ticketing, event access, and promotional activities aimed at augmenting revenue streams such as ticket,...
-
Customer Success Manager
2 weeks ago
Vancouver, British Columbia, Canada Fobi AI Full timeAbout Fobi:Fobi is a trailblazer in mobile wallet pass marketing, offering a robust, multi-channel platform designed to empower companies in crafting and deploying impactful wallet pass campaigns. These campaigns include ticketing, event access, and promotional activities aimed at augmenting revenue streams such as ticket, merchandise, food, and beverage...
-
Manager of Customer Success
2 weeks ago
Vancouver, British Columbia, Canada EightSix Network Inc Full timeIntroducing Creator ) - renowned for our groundbreaking technology and meteoric rise within Vancouver's startup ecosystem, we're recognized as one of the world's top influencer marketing platforms. Distinguished as a leader in the G2 Spring Report we are revolutionizing social commerce, connecting creators, influencers, and brands in ways that redefine...
-
Customer Success Manager
2 weeks ago
Vancouver, British Columbia, Canada Ten Thousand Coffees Full timeWe're Ten Thousand Coffees (10KC) and we unlock opportunity through meaningful connections. 10KC is a talent experience platform for inclusive mentoring, connectivity and skills development that is designed for the new world of work.200+ organizations use our all-in-one platform to connect, develop and engage their employees. Our clients include Fortune...
-
Customer Success Manager
2 weeks ago
Vancouver, British Columbia, Canada West X Business Solutions Full timeCompany Overview:We are a leading provider of Xerox products and solutions to customers across British Columbia. We specialize in the sale of Xerox printers, multi function devices, and document management solutions to businesses of all sizes, from small startups to large corporations. We pride ourselves on excellent customer service and are seeking a...
-
Customer Success Manager
2 weeks ago
Vancouver, British Columbia, Canada Quadient Full timeJob Description:Job information Customer Success Manager (Hybrid) from the Company Quadient, this latest Customer Success Manager (Hybrid) job vacancy is located in the city Vancouver, BC located in the country Canada . This latest job opening is open to job seekers who have the latest education / graduate Bachelor Degree . Job Vacancies in this Customer...
-
Customer Success Manager
2 weeks ago
Vancouver, British Columbia, Canada veritree Full timeAbout Us:veritree is an award-winning climate tech start-up based in Vancouver. Launched in 2021, our technology measures and verifies the impact of global restoration efforts from the ground-up. We are a small team on a big mission to plant 1 billion verified trees by 2030 with our community of businesses, planting organisations, and consumers who believe...
-
Customer Success Manager
2 weeks ago
Vancouver, British Columbia, Canada Ntirety, Inc. Full timeCOMPANY OVERVIEW: With over two decades of successfully operating, managing, and securing private, public, and hybrid cloud environments, Ntirety has led enterprises across industries through the volatile early days of data hosting into the world of 24x7 managed security with our premier Compliant Security solutions. Through cost effective and scalable...
-
Customer Success Manager
2 weeks ago
Vancouver, British Columbia, Canada Ntirety, Inc. Full timeCOMPANY OVERVIEW:With over two decades of successfully operating, managing, and securing private, public, and hybrid cloud environments, Ntirety has led enterprises across industries through the volatile early days of data hosting into the world of 24x7 managed security with our premier Compliant Security solutions. Through cost effective and scalable...
-
Customer Success Manager
2 weeks ago
Vancouver, British Columbia, Canada Quadient Full timeQuadient Accounts Payable by Beanworks is on a mission to empower accounting teams to succeed. We are revolutionizing the world of accounting software by disrupting traditional solutions with elegant, cloud-based Accounts Payable Automation software. We want you to join the growing team; come and be a part of our EPIC familyWe are looking for a Customer...
