Senior Manager, Customer Success & CX, APAC

Responsibilities

• Build, coach, and mentor an international team of Customer Success Managers, Support, and Professional Services professionals
• Lead regional operations as the escalation owner and decision-maker for APAC markets
• Develop and execute strategic initiatives for international markets to ensure scalability
• Partner with Sales, Product, and Engineering to streamline the customer lifecycle
• Oversee international professional services operations, including project management and resource allocation
• Drive regional revenue through billable services, upsells, and account expansion
• Monitor account health and act as the executive point of contact for complex escalations

Requirements

• 8+ years of experience in Customer Success, Professional Services, or Account Management in SaaS or telecommunications
• 1-3+ years of people management experience leading Customer Success or Account Management teams
• Experience managing complex, Enterprise-level clients
• In-depth knowledge of CCaaS, UCaaS, and AI
• Strong understanding of SaaS business models and subscription metrics
• Proficiency in CRM and customer success tools like Salesforce, Gainsight, or Zendesk
• Bachelor’s degree in Business, Computer Science, Engineering, or a related field
• Business-level proficiency in Japanese is strongly preferred

About the Company

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.