• Partner with our customers to ensure effective onboarding - setting them up for success • Create and execute a communications plan to engage effectively throughout the customer journey • Align strategy and build programs for customers, with objectives and measurable outcomes • Collaborate with our product and customer support team to share new features • Nurture upsell and cross-sell opportunities in partnership with sales to increase account penetration • Monitor CSAT and resolve concerns with the assistance of internal teams.

• You actively support operational sales and help turn inquiries into structured deals. • You will work closely with the Sales team and gain insight into real customer projects from the initial inquiry through to the proposal. • Handling incoming leads (inbound) in the CRM HubSpot • Structuring and maintaining deal information • Supporting the preparation of proposals/quotes • Researching products, suppliers and solutions • Preparing customer inquiries for further processing • Assisting with follow-ups and basic customer contacts • Ensuring that all relevant information is clearly documented

Role Description As a key member of our team, you will be instrumental in addressing complex customer challenges with creative solutions and driving process improvements. This remote role requires full on-camera engagement during US core hours (8 AM - 5 PM Pacific Time) from a dedicated, technically enabled workspace, requiring excellent internet connectivity. Your contributions will be vital to our team's success in a dynamic environment. - Lead all post-sales activities for Dialpad’s customers through strong relationship-building, product knowledge, planning, and execution. - Act as the voice of the customer within Dialpad, working cross-functionally with Sales, Marketing, Product, Engineering, and Data Science. - Develop a positive, trusted relationship with your customers by providing value throughout the customer partnership. - Retain long-term partnerships with customers by independently renewing successful customers. - Establish and oversee the customer's adoption, training, and development of best practices. - Maintain a deep understanding of our solutions and speak with customers about the most meaningful features/functionality for their specific business needs. - Manage customer escalations by documenting open issues, facilitating regular status meetings, and working cross-functionally toward resolution. - Track accounts to identify churn risks and work proactively to mitigate those risks. Qualifications - 1-5 years of experience in Customer Success. - Experience with telecommunication or SaaS providers required. - A real passion for providing top-notch account management. - Strong written communication skills. - Excellent time management and organizational skills with the ability to track numerous details. - A desire to work in a dynamic startup where your input is valued. Benefits - Work at the center of the AI transformation in business communications. - Build and ship agentic AI products that are redefining how companies operate. - Join a team where AI amplifies every employee’s impact. - Competitive salary, comprehensive benefits, and real opportunities for growth. - Investing in our people with competitive benefits and perks, cutting-edge AI tools, and a robust training program. - Inclusive office environment designed to cultivate collaboration and connection. - Exceptional culture recognized as a Great Place to Work.

• Staff a dedicated high-volume Account Strategy phone and chat line • Lead consultative, value-based Account Strategy conversations • Navigate complex customer conversations fluently in Spanish and English • Diagnose customer needs quickly and help each customer grow with Toast • Document interactions, outcomes, and customer feedback with strong attention to data hygiene • Leverage data, account insights, and internal tools to inform account strategies • Collaborate cross-functionally with Sales, Support, Product, and Finance