Senior Customer Success Manager
Manages post-sales relationships for enterprise customers, driving adoption, measurable value, retention, and renewal. The role requires 8+ years of SaaS customer success experience, telecommunications or contact center knowledge, executive communication skills, and experience with large enterprise accounts.
About the job
Responsibilities
- Lead all post-sales activities for Dialpad’s customers through strong relationship-building, product knowledge, planning, and execution.
- Establish and oversee customer adoption, training, and development of best practices to continually drive incremental value and return on investment.
- Conduct business reviews and status calls to align on common goals, identify growth or risk opportunities, and communicate performance metrics and insights.
- Maintain a deep understanding of Dialpad’s solutions and discuss the most meaningful features and functionality for customers’ specific business needs.
- Manage customer escalations with urgency by documenting open issues, facilitating regular status meetings, and working cross-functionally to resolve them.
Requirements
- 8+ years of customer success experience at a SaaS company.
- Experience and general knowledge of the telecommunications and contact center space, including UCaaS and CCaaS.
- Experience and comfort interacting with and influencing C-level executives.
- Referenceable experience working with large enterprise customers.
- Strong presentation, meeting facilitation, and written communication skills.
- Excellent time management and organizational skills, with the ability to track numerous details and prioritize appropriately.
- Ability to work cross-departmentally.
- Ability to lead, manage, or influence internal and customer resources to achieve positive outcomes.
- Strong analytical and problem-solving skills, with the ability to develop quick, accurate situational awareness.
- Willingness to travel to customer locations.
Benefits
- Competitive salary and comprehensive benefits.
- Opportunities for professional growth.
- Access to cutting-edge AI tools and a robust training program.
- Inclusive offices designed to cultivate collaboration and connection.
Skills
SaaS, Customer Success, Telecommunications, Contact Centers, Ucaas, Ccaas, Enterprise Accounts, Presentation Skills, Meeting Facilitation, Written Communication, Analytical Problem-Solving, Stakeholder Management
Similar jobs
Customer Success jobs
Rokt
Sydney, Australia
Own the launch-to-scale lifecycle for Rokt Ads advertisers in ANZ, driving performance, retention, and expansion while managing senior client relationships. The role requires 5+ years in customer success, account management, or performance marketing and strong fluency in advertising measurement and optimization.
Snowflake
Remote
This post-sales technical advisor partners with strategic enterprise customers to embed Observe into production workflows, optimize observability, and improve reliability, performance, and cost efficiency. The role requires 7+ years in observability, SRE, DevOps, platform engineering, or related technical advisory work.
Wiz
JapanThe Senior Technical Account Manager will guide Australian customers through Wiz deployment, adoption, and operationalization while serving as the technical liaison across internal teams. The role requires six or more years in technical customer-facing work, cloud and security expertise, and experience with Docker and Kubernetes.
MongoDB
Melbourne, Australia
Senior Customer Success Manager advising enterprise customers on complex MongoDB deployments, driving retention, revenue realization, advocacy, and strategic business outcomes. Requires 7–10+ years in a technical customer-facing role, enterprise account accountability, and strong communication skills.
Vanta
Remote
Leads and develops a team of commercial Customer Success Managers responsible for onboarding, adoption, retention, advocacy, and expansion. The role shapes upmarket customer success strategy, coaches performance, and partners cross-functionally to deliver value for complex commercial customers.