Customer Success Manager (AI)

TL;DR

Customer Success Manager (AI): Driving post-sales activities for key accounts, focusing on increasing solution value, adoption, and retention. Focus on building strong relationships, facilitating business reviews, and managing customer escalations with urgency.

Location: Opportunity to be based in Dialpad's Kitchener, Ontario office and willingness to travel to customer locations and team offsites.

Company

hirify.global is a leading AI-powered customer communications platform, transforming how businesses communicate with their customers.

What you will do

• Lead all post-sales activities for Dialpad’s customers through strong relationship-building, product knowledge, planning, and execution.
• Establish and oversee the customer's adoption, training, and development of best practices to continually drive incremental value and return on investment.
• Conduct Business Reviews and status calls with the intention of creating alignment of common goals and identifying growth or risk opportunities.
• Maintain a deep grasp of Dialpad's solutions and speak with customers about meaningful features/functionality.
• Manage customer escalations with urgency by documenting open issues, facilitating regular status meetings, and working cross-functionally to resolution.

Requirements

• Minimum 2-5+ years of customer success experience at a SaaS company.
• Experience and comfort interacting with and influencing C-level executives.
• Strong presentation, meeting facilitation, and written communication skills.
• Excellent time management and organizational skills with the ability to track numerous details and prioritize appropriately.
• Ability to lead, manage, or influence both internal and customer resources to achieve positive outcomes.
• Strong analytical and problem-solving skills with the ability to develop quick, accurate situational awareness.
• English: B2 required.

Nice to have

• Experience working with and general knowledge of Telecommunications and Contact Center space.
• Desire to work in a dynamic startup where input is desired to help craft offerings.

Culture & Benefits

• Part of a collaborative team working toward a shared mission of making customers and employees successful.
• Thrive on continuous evolution, leveraging industry-leading AI to refine the platform and skills.
• Be ambitious and possess fundamental traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic.
• Competitive benefits and perks, alongside a robust training program.
• Inclusive office environment designed to cultivate collaboration and connection.