Your role
As the Sr. Manager of Customer Success at Dialpad, you will lead a team of Customer Success Managers supporting our customers across Japan and the rest of APAC. You will be responsible for driving customer outcomes, accelerating product adoption, and building long-term partnerships that fuel retention and expansion.
You will serve as a key voice of the customer within Dialpad, partnering cross-functionally to ensure our solutions meet the evolving needs of the Japanese market. This role requires a strong blend of leadership, commercial acumen, and customer-centric thinking in a high-growth SaaS environment.
This position reports to the SVP of Customer Success and is based in Tokyo, Japan.
What you’ll do
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Build, manage, and mentor a high-performing team of Customer Success Managers across Japan and APAC, providing ongoing coaching, feedback, and development to drive strong customer outcomes and team performance.
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Act as the executive leader responsible for customer satisfaction and retention, building and maintaining strong relationships with key stakeholders across customer organizations.
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Partner with customers to understand their business goals and drive measurable outcomes, identifying and executing on opportunities for expansion and increased adoption.
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Work closely with customers to maximize the value of the Dialpad platform, proactively identifying opportunities to expand use cases and deepen engagement.
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Monitor customer health, identify risks early, and lead resolution of escalations to ensure timely and effective outcomes.
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Collaborate with Sales, Marketing, Product, and Engineering teams to deliver a seamless customer experience and influence product direction based on market feedback.
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Define and track key performance indicators (KPIs) related to retention, growth, and customer health, providing regular insights and reporting to senior leadership.
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Stay informed on industry trends and customer needs within Japan and APAC, providing insights to help shape Dialpad’s strategy and product evolution.
Skills you’ll bring
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8+ years of experience in Customer Success, Account Management, or a related customer-facing role
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Proven track record managing enterprise-level customers and driving retention and growth
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5+ years of people leadership experience, with a strong ability to develop and scale high-performing teams
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Business-level fluency in both Japanese and English (written and verbal)
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Strong communication and stakeholder management skills, with the ability to influence at all levels
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Deep understanding of SaaS business models and customer lifecycle management
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Experience driving product adoption, expansion, and value realization
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Strong problem-solving skills with the ability to manage complex customer situations
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Data-driven mindset, with experience using CRM and customer success tools (e.g., Salesforce, Gainsight, Zendesk)
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Highly organized, with the ability to manage multiple priorities in a fast-paced environment
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Experience in telecommunications or SaaS preferred
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Business-level fluency in Japanese and English.
