Why This Job is Featured on The SaaS Jobs
Customer Success roles in SaaS increasingly sit at the intersection of product adoption, renewals, and account expansion, and this Premier Accounts remit reflects that shift. With a London-based position supporting higher-touch customers, the work aligns to the enterprise end of the SaaS market where stakeholder management, measurable outcomes, and structured governance tend to matter as much as feature expertise.
From a SaaS career perspective, the role builds durable fundamentals in post-sales execution: translating customer goals into adoption plans, using business reviews to tie usage to value, and partnering across Sales, Support, and Product to remove friction. Those are core motions in subscription businesses, and experience operating them with premium accounts tends to transfer well across SaaS categories, especially where retention and expansion are primary growth levers.
This position suits someone who prefers consultative, process-driven customer work and is comfortable being accountable for outcomes over time rather than one-off deliveries. It will fit professionals who like working cross-functionally, can communicate clearly with senior customer stakeholders, and want to deepen craft in customer health management, escalation leadership, and value articulation within a SaaS operating model.
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, you’ll be a trusted advisor to your assigned customers, increasing the value our solution delivers to their organizations. You’ll be responsible for understanding customer requirements, driving adoption and retention, and ensuring ongoing satisfaction.
This position reports to our Manager of Customer Success and has the opportunity to be based in London, UK.
Dialpad’s Customer Success team plays an essential role in assisting our customers through their entire Dialpad journey—from start to finish. This team partners with cross-functional teams such as Sales, Support, and Product, to ensure our customers acquire measurable value from their investment in Dialpad products, leading to success, retention, and renewal.
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 to align on common goals, identify growth or risk opportunities, and communicate performance metrics and insights.
- Maintain a deep grasp 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
- Minimum 3-4 years of experience working at a SaaS company.
- Experience working with and general knowledge of Telecommunications and Contact Center space preferred.
- Experience and comfort interacting with and influencing C-level executives.
- 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 and team off-sites.
