Why This Job is Featured on The SaaS Jobs
This Customer Success Manager role is featured because it sits at a core SaaS lever: post sale value realisation for enterprise accounts. In subscription businesses, retention and renewals are inseparable from how well customers adopt the product and translate features into measurable outcomes. The remit described also signals a mature go to market motion, with structured business reviews, executive stakeholders, and cross functional coordination across Sales, Support, and Product.
From a SaaS career perspective, enterprise customer success builds durable operating skills that travel well across categories. Running adoption programs, diagnosing risk, and managing escalations develops an understanding of the full customer lifecycle and the internal systems that support it. Regular exposure to performance metrics and customer planning also strengthens the ability to connect product usage to commercial outcomes, a competency valued in CS leadership, account management, and revenue operations paths.
This role is best suited for professionals who prefer consultative account ownership and can balance relationship depth with operational follow through. It fits someone comfortable communicating with senior customer stakeholders while navigating internal teams to drive resolution and alignment. Candidates who enjoy turning product knowledge into repeatable customer practices will find the day to day especially relevant.
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.
