Customer Success Operations Manager

About Dialpad 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. 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. 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. Visit dialpad.com to learn more. Being a Dialer 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. We believe every conversation matters. And we’ve built the platform that turns those conversations into insight and action, for our customers and ourselves. 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: Scrappy, Curious, Optimistic, Persistent, and Empathetic . Your role The Revenue Operations Manager – Post Sales owns the operational mechanics of Dialpad’s recurring revenue engine. This role is accountable for: Gross Revenue Retention (GRR) Net Revenue Retention (NRR) Renewals forecast accuracy Expansion pipeline governance Customer Success & Renewals operating cadence Land → Expand → Adopt → Renew journey integrity Product interlocks & operationalization of new product introductions within the installed base This is a revenue ownership role—not a reporting function or a CS business partner role. This position reports to our Director of Business Operations and has the opportunity to be based in our Austin or Tempe offices. What you’ll do Own operational governance of Gross and Net Revenue Retention. Monitor churn, contraction, and expansion drivers. Identify structural gaps impacting retention. Establish leading indicators for revenue risk. Provide executive-level visibility into recurring revenue health. Own renewal forecasting methodology and discipline. Validate renewal commitments and risk assessments. Improve renewal forecast accuracy across segments. Establish a structured renewal inspection cadence. Design and run operational forums for CS and Renewals. Standardize inspection standards across segments. Align expansion governance with sales forecasting rigor. Ensure consistent pipeline hygiene within post-sales motions. Own expansion opportunity visibility and stage discipline. Monitor cross-sell/upsell pipeline health. Identify leakage within installed accounts. Align expansion inspection standards with new logo practices. Define and govern operational handoffs across lifecycle stages. Ensure adoption signals are visible and measurable. Identify friction points in the customer journey. Partner cross-functionally to improve retention mechanics. Serve as RevOps lead for new product rollouts within the installed base. Ensure expansion, attach visibility, and adoption tracking. Monitor product adoption metrics impacting retention. Provide feedback loops to Product on customer behavior trends. Skills you’ll bring 6–8+ years in Revenue Operations, CS Operations, or Post-Sales Strategy. Experience supporting subscription SaaS retention motions. Deep understanding of renewal forecasting and expansion mechanics. Strong analytical capability and structured thinking. Comfortable influencing CS and executive leadership. Ability to operate in high-growth, cross-functional environments. Experience with Customer Success platforms (Planhat preferred; Gainsight, Totango, or ChurnZero acceptable). Strong understanding of renewal forecasting and GRR/NRR modeling. Advanced Excel / Sheets modeling skills; SQL proficiency preferred. Deep familiarity with Salesforce opportunity and account data structures. Experience integrating CS platforms with CRM systems. Ability to translate product usage data into retention insights. Strong BI and data visualization experience. California Salary Range $115,500—$146,250 USD Why Join Dialpad 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 Dialpad offers competitive benefits, cutting-edge AI tools, and a robust training program to help you reach your full potential. Our offices are designed to be inclusive and collaborative. Our culture is recognized as a Great Place to Work, and we value every employee’s contribution. Don’t meet every single requirement? If you’re excited about this role and possess the fundamental traits, drive, and strong ambition we seek, but your experience doesn’t meet every qualification, we encourage you to apply. Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment. #J-18808-Ljbffr Dialpad