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About the 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 international markets. You will bridge the gap between initial technical delivery and long-term value realization, cross-functionally supporting a high-performing international team dedicated to ensuring our largest global customers successfully deploy, adopt, and expand their use of Dialpad. You will drive operational excellence, unlock international revenue growth, and serve as the ultimate executive voice for our international clients.

Responsibilities

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.
Develop and execute strategic initiatives for international markets that align with overall corporate goals, ensuring scalability and regional relevance.
Partner closely with Sales, Support, Product, and Engineering to streamline the customer lifecycle and improve product offerings based on international market feedback.
Directly manage Customer Success Managers in Australia and Japan.
Oversee international professional services operations, including project management, resource allocation, and custom integration/consulting delivery.
Foster a seamless relationship with the Sales team to support pre-sales activities, including technical scoping, proposal development, and accurate resource planning.
Implement best practices for project delivery to ensure consistent, scalable, and repeatable implementation experiences worldwide.
Serve as the senior leader responsible for customer satisfaction, health, and retention within the international strategic segment.
Partner with clients to accelerate product adoption, minimize churn, and maximize the business value they derive from the Dialpad platform.
Monitor account health across the international portfolio and act as the executive point of contact for complex technical or relationship escalations.
Own the relationship with our largest accounts.
Drive regional revenue through the successful execution of billable services, upsell opportunities, and long-term account expansion.
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.

Requirements

8+ years of experience in Customer Success, Professional Services, or Account Management within the SaaS or telecommunications industry.
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).
Experience managing complex, Enterprise-level clients and delivering high-quality implementation and consulting services.
In-depth knowledge of CCaaS, UCaaS, and AI to guide customer adoption and growth.
Strong understanding of SaaS business models, subscription metrics, and professional services revenue management (scoping, utilization, and margin).
Exceptional interpersonal, presentation, and negotiation skills, with the ability to build trust with C-level stakeholders globally.
Proficient in leveraging customer success platforms and CRM tools (e.g., Salesforce, Gainsight, Zendesk) to track KPIs and optimize operations.
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.

Skills

Customer Success
Professional Services
Account Management
SaaS
Telecommunications
Customer Success Management
Cross-functional team support
Enterprise client management
Implementation services
Consulting services
CCaaS
UCaaS
AI
SaaS business models
Subscription metrics
Professional services revenue management
Interpersonal skills
Presentation skills
Negotiation skills
Customer success platforms
CRM tools
Salesforce
Gainsight
Zendesk
Japanese language proficiency

Location

APAC

Work Type

Full-time

Experience Level

Senior
8+ years

Education Level

Bachelor's degree
MBA or advanced degree preferred

Benefits

Competitive salary
Comprehensive benefits
Real opportunities for growth
Cutting-edge AI tools
Robust training program

About the Company

Dialpad is the AI-native business communications platform that unifies 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 rely on Dialpad to build stronger customer connections using real-time, AI-driven insights.
Dialpad is 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.
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.

Equal Opportunity

Dialpad is an equal-opportunity employer.
We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.