Sr. Manager, Customer Success

Confirmed live in the last 24 hours

Dialpad

Tokyo, Japan

On-site

Posted April 14, 2026

Job Description

About Dialpad
Dialpad is the leading AI-powered customer communications platform, transforming how businesses communicate with their customers. More than 50,000 companies around the globe — including Netflix, RE/MAX, Uber, Randstad, and Tractor Supply — rely on Dialpad to build stronger customer connections using real-time, AI-driven insights. Visit dialpad.com to learn more.

Being a Dialer
At Dialpad, you’ll be part of a collaborative team working toward our shared mission of making our customers and their employees wildly successful. We believe that every conversation matters, and we're elevating each one with a platform that drives real-time insights and automation for our customers.

We thrive on continuous evolution, where every employee leverages industry-leading AI to constantly refine our platform and our own skills. We seek individuals who not only meet our high standards but go beyond them. Our ambition is significant, and achieving it requires a team that operates at the highest level. We look for individuals who are not just ambitious but who also possess the traits that are fundamental to our success: Scrappy, Curious, Optimistic, Persistent, and Empathetic.

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

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.
Act as the executive leader responsible for customer satisfaction and retention, building and maintaining strong relationships with key stakeholders across customer organizations.
Partner with customers to understand their business goals and drive measurable outcomes, identifying and executing on opportunities for expansion and increased adoption.
Work closely with customers to maximize the value of the Dialpad platform, proactively identifying opportunities to expand use cases and deepen engagement.
Monitor customer health, identify risks early, and lead resolution of escalations to ensure timely and effective outcomes.
Collaborate with Sales, Marketing, Product, and Engineering teams to deliver a seamless customer experience and influence product direction based on market feedback.
Define and track key performance indicators (KPIs) related to retention, growth, and customer health, providing regular insights and reporting to senior leadership.
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

8+ years of experience in Customer Success, Account Management, or a related customer-facing role
Proven track record managing enterprise-level customers and driving retention and growth
5+ years of people leadership experience, with a strong ability to develop and scale high-performing teams
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