About the companythe company is the AI platform for customer experience, built to resolve customer problems in real time across voice and digital. Our AI agents learn from your best human agents and improve with every interaction, helping organizations understand their customers, deliver better experiences, increase operational efficiencies, and build a lasting competitive advantage.

Unlike legacy systems built to route and answer, or standalone agentic bot vendors built to deflect, the company was built to resolve. Our AI agents and human agents operate on a single platform with shared context, allowing Agentic AI to resolve issues, advance deals, and eliminate busywork through automation while seamlessly handing conversations to humans when needed, with full context preserved.

Market-leading brands, including Randstad, Motorola Solutions, Netflix, the San Diego Padres, the Colorado Rockies Baseball Club, and Cal Athletics, trust the company. the company is backed by Andreessen Horowitz, GV, ICONIQ Capital, and T-Mobile.

Being a Dialer

At the company, 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.

About the team

Instrumental in the success and retention of the company 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!)

Your Role

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.

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 the company. 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.

This position reports to our SVP of Customer Success, and will cross-functionally partner directly with the international leader and the company’s Customer Success, Support, and Professional Services Leadership teams.

What You’ll Do

Leadership & Strategy

- 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.

- Lead regional operations as the escalation owner and on-ground decision-maker, possessing final accountability for localized business decisions and outcomes.

- International Strategy: Develop and execute strategic initiatives for international markets that align with overall corporate goals,



ensuring scalability and regional relevance.

- Cross-Functional Collaboration: Partner closely with Sales, Support, Product, and Engineering to streamline the customer lifecycle and improve product offerings based on international market feedback.

- Direct Management of Customer Success Managers in Australia and Japan.

Professional Services & Operational Excellence

- Service Delivery Oversight: Oversee international qualified services operations, including project management, resource allocation, and custom integration/consulting delivery.

- Sales-to-Services Transition: Foster a seamless relationship with the Sales team to support pre-sales activities, including technical scoping, proposal development, and accurate resource planning.

- Methodology & Scale: Implement best practices for project delivery to ensure consistent, scalable, and repeatable implementation experiences worldwide.

Customer Success & Strategic Growth

- Executive Customer Advocacy: Serve as the senior leader responsible for customer satisfaction, health, and retention within the international strategic segment.

- Adoption & Churn Mitigation: Partner with clients to accelerate product adoption, minimize churn, and maximize the business value they derive from the the company platform.

- Escalation Management: Monitor account health across the international portfolio and act as the executive point of contact for complex technical or relationship escalations.

- Strategic Account Management: Own the relationship with our largest accounts

Financials & Performance Tracking

- Revenue Growth: Drive regional revenue through the successful execution of billable services, upsell opportunities, and long-term account expansion.

- Metrics & Reporting: Establish and track key performance indicators (KPIs) across all disciplines, including time-to-value, PS utilization rates, CSAT, net revenue retention (NRR), and gross renewals.

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📌 Sr. Manager, Customer Success & CX, APAC (City of Sydney)
🏢 United States Digital Space
📍 City of Sydney