Why This Job is Featured on The SaaS Jobs
Customer Success remains one of the most leveraged functions in SaaS because it sits at the intersection of recurring revenue, product adoption, and customer outcomes. This Customer Success Specialist role is featured for the way it anchors post sales ownership across the customer journey, with clear emphasis on deployment, ongoing engagement, and renewal responsibility. The listing also signals a SaaS operating model where customer feedback is expected to flow back into internal teams to shape decisions.
From a career standpoint, the role builds durable SaaS fundamentals: managing adoption programs, handling escalations with structured communication, and identifying churn risk before it becomes a renewal problem. The cross functional collaboration described with Sales, Product, Engineering, Marketing, and Data Science mirrors how mature SaaS organisations operationalise retention, making the experience portable across subscription businesses and customer segments.
This position fits professionals who prefer direct customer interaction paired with process discipline, and who are comfortable working independently within defined US core hours. It will suit someone who enjoys translating customer context into internal action, values crisp written communication, and wants a CS path that includes both relationship management and commercial accountability.
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 key member of our team, you will be instrumental in addressing complex customer challenges with creative solutions and driving process improvements. We seek an adaptable and process-oriented professional with excellent digital communication skills, adept at establishing quick rapport and situational awareness in customer interactions. This remote role requires full on-camera engagement during US core hours (8 am - 5 pm Pacific Time) from a dedicated and technically enabled workspace, necessitating excellent internet connectivity. Your contributions will be vital to our team's success in a dynamic environment.
Instrumental in the success and retention of Dialpad customers, our Customer Success teams are the backbone of our company. The CS organization is responsible for delivering the absolute highest levels of satisfaction and success in the deployment and overall customer journey phases. Using your problem-solving skills and inherent motivation to help others, you will delight and assist our customers from their first call to their last (if there is one!).
What you’ll do
- Lead all post-sales activities for Dialpad’s customers through strong relationship-building, product knowledge, planning, and execution.
- Act as the voice of the customer within Dialpad. As the owner of the customer relationship, the Customer Success Advocate is expected to work cross-functionally with Sales, Marketing, Product, Engineering, and Data Science to ensure a consistent and strong customer message is embedded in everything we do.
- Develop a positive, trusted relationship with your customers by providing value throughout the customer partnership.
- Retain long-term partnerships with customers by independently renewing successful customers.
- 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.
- 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 by documenting open issues, facilitating regular status meetings, and working cross-functionally toward resolution.
- Track accounts to identify churn risks and work proactively to mitigate those risks.
Skills you’ll bring
- 1-5 years of experience in Customer Success.
- Experience with telecommunication or SaaS providers required.
- A real passion for providing top-notch account management.
- Strong written communication skills.
- Excellent time management and organizational skills with the ability to track numerous details.
- A desire to work in a dynamic startup where your input is valued to help craft our offerings and how we interact with clients.
