Senior Manager, Customer Success & CX – APAC

About the role

The Senior Manager, Customer Success & CX, APAC will lead and coordinate Customer Success, Support and Professional Services across international markets, ensuring large global customers successfully deploy, adopt and expand Dialpad solutions.

Key responsibilities

• Build, coach and mentor a high‑performing team of Customer Success Managers, Support staff and Professional Services delivery professionals in Australia and Japan.
• Develop and execute regional strategies, drive operational excellence, and act as escalation owner for localized business decisions.
• Partner with Sales, Product, Support and Engineering to streamline the customer lifecycle and incorporate market feedback.
• Oversee professional services delivery, project management, resource allocation and custom integration consulting.
• Drive revenue growth through billable services, upsell opportunities and long‑term account expansion, tracking KPIs such as CSAT, NRR and renewal rates.

Required profile

• 8+ years in Customer Success, Professional Services or Account Management within SaaS or telecommunications.
• 1‑3+ years of people‑management experience leading cross‑functional or distributed teams.
• Proven experience managing enterprise‑level clients and delivering complex implementations.
• Strong commercial acumen with knowledge of SaaS subscription metrics and professional services revenue management.
• Business‑level proficiency in Japanese is strongly preferred.

Required skills

• CCaaS, UCaaS and AI platform knowledge.
• Salesforce, Gainsight and Zendesk proficiency.
• Data‑driven use of customer success platforms and CRM tools.

What we offer

• Competitive salary and comprehensive benefits.
• Opportunities to work at the center of AI transformation in business communications.
• Access to cutting‑edge AI tools and a robust training program.
• Inclusive, collaborative office environment recognized as a Great Place to Work.