Why This Job is Featured on The SaaS Jobs
Enterprise Customer Success roles remain a core lever in SaaS because retention and expansion are driven as much by adoption as by initial sale. This Senior Customer Success Manager position sits in that post sales layer, working with enterprise accounts in a product led communications category where ongoing usage, stakeholder alignment, and measurable outcomes tend to define renewal decisions. The Sydney office requirement also signals a role anchored in regional customer proximity rather than a purely distributed coverage model.
For a SaaS career, the long term value here is exposure to the full enterprise lifecycle: onboarding, enablement, executive alignment, risk management, and renewal planning. The work naturally builds fluency in translating product capabilities into business outcomes, running structured reviews, and coordinating across Sales, Support, and Product, all transferable skills across subscription businesses. Experience handling escalations and performance metrics also maps closely to how mature SaaS organisations operationalise customer health.
This role best suits an experienced CSM who prefers owning outcomes end to end and is comfortable operating with senior customer stakeholders. It will fit someone who enjoys cross functional orchestration, structured communication, and balancing relationship depth with operational rigor. An interest in UCaaS or contact center use cases will align well with the domain context 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 for Enterprise Accounts, you’ll play an essential role in assisting our customers throughout their entire Dialpad journey - from start to finish. You’ll work closely with Sales, Support, and Product teams 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 for Enterprise Accounts and is based in our Sydney, Australia 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 on common goals, identifying growth or risk opportunities, and communicating performance metrics and insights.
- Maintain a deep understanding of our solutions and discuss with customers the most meaningful features and functionality for their specific business needs.
- Manage customer escalations with urgency by documenting open issues, facilitating regular status meetings, and working cross-functionally towards resolution.
Skills you'll bring
- 8+ years of Customer Success experience at a SaaS company
- Experience working in and general knowledge of the Telecommunications and Contact Center space (UcaaS/CcaaS).
- Experience and comfort in 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 valued 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.
