Why This Job is Featured on The SaaS Jobs
Customer Success leadership roles remain a central lever in subscription businesses because retention and expansion often determine sustainable revenue. This position stands out for its explicit focus on churn and downsell within an SMB segment, where scale is typically achieved through repeatable engagement motions rather than bespoke enterprise programs. The remit also signals a mature Customer Success function, with structured reporting into senior leadership and a defined one to many, high touch operating model.
From a SaaS career perspective, the work builds durable expertise in translating customer signals into operational action. Managing KPIs, diagnosing churn drivers, and designing interventions are skills that travel well across SaaS categories, especially for professionals aiming to move toward CS Operations, Revenue Operations, or broader post sales leadership. The emphasis on process improvement and performance reporting also develops the ability to connect frontline activity to measurable retention outcomes.
The role fits managers who prefer coaching and systems building alongside direct customer impact. It will suit someone comfortable balancing team leadership with cross functional coordination, and who enjoys working with tooling and data to drive decisions. Professionals motivated by improving customer outcomes at scale in a SaaS environment are likely to find the scope aligned.
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 the Manager of Customer Success, you will be responsible for driving initiatives related to reducing churn and downsell in our small business customer base. You will lead a team of Customer Success Specialists in a one-to-many, high-touch environment. You will help develop strategies to engage with at-risk customers to improve outcomes. You will be responsible for reporting team statistics and performance results to other members of the leadership team and executive staff. The Manager of Customer Success is a member of the Customer Success organization and will report directly to the Senior Manager of Customer Success.
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 a high-performance Customer Success team focused on higher-touch engagement.
- Monitor KPIs and evaluate team performance to ensure we are operating at the highest standard.
- Evaluate churn and downsell reasons and implement plans to reduce customer churn.
- Drive retention activities based on the client's situation.
- Initiate process improvements through the creation and execution of new strategies.
Skills you’ll bring
- Bachelor’s degree in a technology-related field and prior experience with SaaS/high-growth companies is ideal for this role.
- 5 years of experience in a customer success, account management, or related client-facing role, with at least 3 years in a leadership or management capacity.
- Customer-focused and demonstrable passion for customer success.
- Exceptional English fluency and excellent written, verbal, and listening communication skills with a professional (even dynamic) presence, presentation, and public speaking skills.
- Proven cross-functional leader with a proven track record of collaboration, prioritization, and workload management.
- Quick learner, always looking to embrace and master new technologies.
- Capable project/program management skills with the ability to synthesize customer success outcomes into well-structured success plans that deliver against such outcomes.
- Proven operational acumen with the ability to define success targets and ensure attainment of targets.
- Familiarity with next-generation enterprise software customer success concepts, including customer health scores & management, adoption engineering, customer success plans, and account planning.
- Excellent skills/ability to use Salesforce, Customer Success tools (e.g., Gainsight), PowerPoint, Word, and Excel.
- Positive team player who embraces a team-first attitude and contributes to overall team success.
- You enjoy tackling complex customer challenges and finding creative solutions.
- Able to adapt quickly to an ever-changing environment.
- Goal-oriented - able to support and motivate a team to meet and exceed performance goals.
- Process-oriented - able to develop functional processes and adapt them quickly to meet changing demands.
- Able to establish rapport and gain situational awareness quickly in single-touch interactions with customers.
- Experience with telecommunication or SaaS providers required.
- Able to work US core hours 8 am - 5 pm Mountain Time.
