Why This Job is Featured on The SaaS Jobs
Customer Success roles remain a core lever in SaaS because recurring revenue depends on sustained product adoption and measurable outcomes after the contract is signed. This Key Accounts focus signals work with established customers where stakeholder management, value articulation, and risk detection matter as much as product knowledge. The listing also hints at a SaaS product in cloud telephony/contact center, a category where usage patterns and operational impact can be directly tied to retention.
From a SaaS career perspective, the role builds durable skills in post‑sales execution: translating business goals into adoption plans, running executive-facing business reviews, and using performance metrics to guide decisions. Owning escalations and coordinating across internal teams mirrors how mature SaaS organizations protect renewals and expand accounts without relying solely on new sales. Exposure to a domain like cloud communications can also strengthen a practitioner’s ability to learn technical products quickly—an advantage across many B2B SaaS environments.
This position suits a Customer Success professional who prefers structured account ownership and ongoing customer planning over reactive support. It fits someone comfortable facilitating meetings, influencing senior stakeholders, and balancing multiple priorities while maintaining clear documentation and follow-through. An interest in becoming a trusted advisor—paired with curiosity to ramp into a new product category—aligns well with the day-to-day expectations described.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Your role
As a Customer Success Manager, you’ll be a trusted advisor to your assigned customers to increase the value our solution delivers to their organization. You’ll be in charge of understanding customer requirements, driving adoption and retention, and ensuring ongoing satisfaction.
First and foremost, you love working with customers and helping them realize value by achieving (or exceeding!) their goals. With several years of CS experience under your belt, you’re known as an excellent communicator, confident meeting facilitator, and cross-functional collaborator. Picking up new technology skills excites you, and even though you might not know much about cloud telephony right now, the idea of learning the ins and outs of Dialpad gets you pumped. You’re passionate about CS and dedicated to delivering positive customer and company outcomes.
This position reports to our Manager of Customer Success and has the opportunity to be based in one of Dialpad’s North American Hubs.
What you’ll do
- Lead all post-sales activities for Dialpad’s customers through strong relationship-building, product knowledge, planning, and execution.
- Establish and oversee the customer's adoption, training, and development of best practices to continually drive incremental value and return on the customer's investment.
- Conduct Business Reviews and status calls with the intention of creating alignment of common goals, identifying growth or risk opportunities, and communicating performance metrics and insights.
- Maintain a deep grasp of our solutions and speak with customers about the most meaningful features/functionality for their specific business needs.
- Manage customer escalations with urgency by documenting open issues, facilitating regular status meetings, and working cross-functionally to resolution.
Skills you’ll bring
- Minimum 2-5 years of customer success experience at a SaaS company.
- Experience working with and general knowledge of Telecommunications and Contact Center space preferred.
- Experience and comfort interacting with and influencing C-level executives.
- Strong presentation, meeting facilitation, and written communication skills.
- Excellent time management and organizational skills with the ability to track numerous details and prioritize appropriately.
- Desire to work in a dynamic startup where your input is desired to help craft our offerings and how we interact with clients.
- Ability to work cross-departmentally.
- Must have the ability to lead, manage, or influence both 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 and team offsites.
