Why This Job is Featured on The SaaS Jobs
This Enterprise Customer Success Manager role sits at a core SaaS pressure point: turning product adoption into durable renewals for complex accounts. The remit spans the full post sales lifecycle, with close coordination across Sales, Support, and Product, which is where many SaaS companies concentrate their efforts once initial go to market traction is established.
For a long term SaaS career, enterprise CSM work builds fluency in value realization, stakeholder management, and operating with measurable outcomes. Running business reviews, surfacing risk and expansion signals, and translating usage into executive level narratives are transferable capabilities across subscription businesses, including roles in renewals, account management, and customer success leadership. The emphasis on escalation ownership also develops structured problem solving across teams, a common requirement in product led environments.
This position is best suited to professionals who enjoy consultative customer work and can balance relationship depth with operational follow through. It will particularly fit someone comfortable engaging senior stakeholders, maintaining a strong grasp of product capabilities, and coordinating internal partners to resolve issues and keep accounts on track.
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, Enterprise Accounts, you’ll play an essential role in assisting our customers through their entire Dialpad journey - from start to finish. You’ll work closely with Sales, Support, and Product, to ensure our customers acquire measurable value from their investment in Dialpad products, leading to success, retention, and renewal.
This position reports to our Sr. Manager of Customer Success, Enterprise Accounts, and has the opportunity to be based in either our Austin, TX or Denver, CO Office.
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 understanding 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
- 8+ years of relevant experience working at a SaaS company.
- Experience working with and general knowledge of Telecommunications and Contact Center space (UcaaS/CcaaS).
- Experience and comfort interacting with and influencing C-level executives.
- Referenceable experience in 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.
- 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.
