Why This Job is Featured on The SaaS Jobs
This Senior Customer Success Manager role sits at a core SaaS inflection point: enterprise retention and expansion. In subscription businesses, value realization after the contract is where long-term revenue is protected, and the remit described here spans the full post sales lifecycle across complex accounts. The Sydney office base also signals a regionally anchored enterprise motion rather than a purely distributed coverage model.
For a SaaS career, enterprise customer success builds durable operating skills that translate across products and verticals. The work blends commercial judgment with product fluency, requiring an ability to turn usage and outcomes into renewal narratives, and to surface risks early through structured business reviews and metrics. Cross functional coordination with Sales, Support, and Product is also a common pathway into broader SaaS leadership tracks, including CS leadership, revenue operations, or product adjacent roles.
This position is best suited to a seasoned CSM who prefers stakeholder heavy work and can operate credibly with executive sponsors while staying close to day to day adoption details. It will fit someone who enjoys planning and governance rhythms, is comfortable handling escalations without losing strategic focus, and wants a role where influence across internal teams is as important as customer relationships.
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.
