Sr. Manager, Customer Success & CX, APAC

About this role

<div class="content-intro"><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>About Dialpad<br></strong></span><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">More than 70,000 companies around the globe, including WeWork, Asana, NASDAQ, AAA Insurance, COMPASS Realty, Uber, Randstad, and Tractor Supply, rely on Dialpad to build stronger customer connections using real-time, AI-driven insights.</span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">We’re now leading the shift to Agentic AI: intelligent agents that don’t just analyze conversations but take action by automating workflows, resolving customer issues, and accelerating revenue in real time. Our DAART initiative (Dialpad Agentic AI in Real Time) is redefining what a communications platform can do.</span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Visit <a href="https://dialpad.com/">dialpad.com</a> to learn more.</span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><strong>Being a Dialer</strong></span><br><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">At Dialpad, AI isn’t just a feature; it’s how our teams do their best work every day. We put powerful AI tools in every employee’s hands so they can move faster, think bigger, and achieve more.</span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">We believe every conversation matters. And we’ve built the platform that turns those conversations into insight and action, for our customers and ourselves.</span></p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">We look for people who are intensely curious and hold themselves to a high bar. Our ambition is significant, and achieving it requires a team that operates at the highest level. We seek individuals who embody our core traits:<strong> Scrappy, Curious, Optimistic, Persistent, and Empathetic</strong>.</span></p></div><p><span style="font-size: 12pt;"><strong>About the team </strong></span></p> <p><span style="font-size: 12pt;">Instrumental in the success and retention of Dialpad customers, our Customer Experience teams are the backbone of our company. The CX organization is responsible for delivering the absolute highest levels of satisfaction and success in the deployment and overall customer journey phases. Using your problem-solving skills and inherent motivation to help others, you will delight and assist our customers from their first call to their last (if there is one!)</span></p> <h2><span style="font-size: 12pt;"><strong>Your Role</strong></span></h2> <p><span style="font-size: 12pt;">As the Sr. Manager, Customer Success & CX, APAC, you will be a dynamic and experienced leader responsible for coordinating Customer Success, Support and Professional Services organizations across our international markets.</span></p> <p><span style="font-size: 12pt;">In this pivotal role, you will bridge the gap between initial technical delivery and long-term value realization. You will cross-functionally support a high-performing international team dedicated to ensuring our largest global customers successfully deploy, adopt, and expand their use of Dialpad. Serving as a key bridge between Sales, Product, Support, and Engineering, you will drive operational excellence, unlock international revenue growth, and serve as the ultimate executive voice for our international clients.</span></p> <p><span style="font-size: 12pt;">This position reports to our SVP of Customer Success, and will cross-functionally partner directly with the international leader and Dialpad’s Customer Success, Support, and Professional Services Leadership teams. </span></p> <h2><span style="font-size: 12pt;"><strong>What You’ll Do</strong></span></h2> <h3><span style="text-decoration: underline; font-size: 12pt;">Leadership & Strategy</span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Unified Team Lead: Build, Coach, and mentor a high-performing international team of Customer Success Managers (CSMs), Support resources, and Professional Services (PS) delivery professionals.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Lead regional operations as the escalation owner and on-ground decision-maker, possessing final accountability for localized business decisions and outcomes.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">International Strategy: Develop and execute strategic initiatives for international markets that align with overall corporate goals, ensuring scalability and regional relevance.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Cross-Functional…