Why This Job is Featured on The SaaS Jobs
### Why this Role is Featured on The SaaS Jobs
Customer Success remains one of the most SaaS-native career tracks because it sits at the intersection of product adoption, retention, and real-world customer outcomes. This Customer Success Specialist role stands out for its emphasis on solving complex customer issues and improving processes, which signals a CS function that goes beyond reactive support into operational leverage across the customer lifecycle.
For SaaS professionals, the work described builds durable experience in post-sales execution: managing deployments, guiding adoption, handling escalations, and identifying churn risk. Those are the mechanics that underpin net revenue retention in subscription businesses, and they translate well across SaaS categories. The expectation to act as the voice of the customer and collaborate with Sales, Marketing, Product, Engineering, and Data Science also reflects how mature SaaS organizations connect customer insights to roadmap and go-to-market decisions.
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, process-oriented professional with excellent digital communication skills, adept at building 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, technically enabled workspace, requiring 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.
