# Senior Manager, Customer Success & CX, APAC

**Company:** [Dialpad](https://hotfix.jobs/companies/dialpad)
**Location:** Sydney, Australia
**Role:** Customer Success
**Experience:** 8+ years
**Skills:** Customer Success, Professional Services, Account Management, SaaS, Telecommunications, Ccaas, Ucaas, Artificial Intelligence, Salesforce, Gainsight, Zendesk, Customer Satisfaction, Net Revenue Retention, Project Management
**Posted:** 2026-08-03

> Leads Customer Success, Support, and Professional Services across APAC, driving enterprise customer adoption, retention, escalations, implementation quality, and regional revenue growth. Requires 8+ years in SaaS or telecommunications and experience managing international, multidisciplinary teams and complex enterprise accounts.

## Job Description

## Leadership & Strategy
- Build, coach, and mentor a high-performing international team of Customer Success Managers, Support resources, and Professional Services delivery professionals.
- Lead regional operations as the escalation owner and on-ground decision-maker, with final accountability for localized business decisions and outcomes.
- Develop and execute strategic initiatives for international markets aligned with corporate goals, ensuring scalability and regional relevance.
- Partner with Sales, Support, Product, and Engineering to streamline the customer lifecycle and improve product offerings based on international market feedback.
- Directly manage Customer Success Managers in Australia and Japan.

## Professional Services & Operational Excellence
- Oversee international professional services operations, including project management, resource allocation, and custom integration and consulting delivery.
- Foster a seamless Sales-to-Services transition by supporting pre-sales activities, technical scoping, proposal development, and resource planning.
- Implement best practices for project delivery to create consistent, scalable, and repeatable implementation experiences worldwide.

## Customer Success & Strategic Growth
- Serve as the senior leader responsible for customer satisfaction, health, and retention within the international strategic segment.
- Accelerate product adoption, minimize churn, and maximize the business value customers derive from the platform.
- Monitor account health and act as the executive point of contact for complex technical or relationship escalations.
- Own relationships with the largest accounts.

## Financials & Performance Tracking
- Drive regional revenue through billable services, upsell opportunities, and long-term account expansion.
- Establish and track KPIs including time-to-value, Professional Services utilization, CSAT, net revenue retention, and gross renewals.

## Requirements
- 8+ years of experience in Customer Success, Professional Services, or Account Management within the SaaS or telecommunications industry.
- 1–3+ years of people management experience leading a Customer Success or Account Management team.
- Experience supporting multidisciplinary or cross-functional teams; distributed or international team experience is preferred.
- Experience managing complex enterprise clients and delivering high-quality implementation and consulting services.
- In-depth knowledge of CCaaS, UCaaS, and AI.
- Strong understanding of SaaS business models, subscription metrics, and Professional Services revenue management, including scoping, utilization, and margin.
- Exceptional interpersonal, presentation, and negotiation skills, with the ability to build trust with C-level stakeholders globally.
- Proficiency with customer success platforms and CRM tools such as Salesforce, Gainsight, and Zendesk.
- Bachelor’s degree in Business, Computer Science, Engineering, or a related field; an MBA or advanced degree is preferred.
- Business-level proficiency in Japanese is strongly preferred.

## Compensation & Benefits
- Competitive salary and comprehensive benefits.
- Opportunities for professional growth.
- Access to AI tools, training, and employee perks.

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