Why This Job is Featured on The SaaS Jobs
Enterprise Customer Success roles remain a cornerstone function in subscription software, especially where renewals and expansion depend on proving ongoing business impact. This listing stands out as it focuses on enterprise accounts, where stakeholder management, measurable outcomes, and structured governance tend to be more formalised than in SMB segments. The hybrid setup anchored in Denver or Austin also signals a role designed for close coordination across Sales, Support, and Product in a mature SaaS operating rhythm.
From a SaaS career perspective, the work builds durable capability in post sales execution: translating product capability into adoption plans, running business reviews tied to metrics, and navigating escalations without losing strategic alignment. These are transferable skills across many SaaS categories because they map directly to retention drivers and the mechanics of net revenue retention. Exposure to executive level conversations further develops commercial judgement and influence that can carry into leadership paths in Customer Success or broader revenue roles.
This position best fits someone who prefers structured account ownership and enjoys combining relationship depth with operational follow through. It will suit professionals comfortable being the connective tissue across functions, and who like working with complex customer environments where priorities, risks, and opportunities must be continually surfaced and managed.
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 derive measurable value from their investment in Dialpad products, driving success, retention, and renewal.
This position reports to our Sr. Manager of Customer Success, Enterprise Accounts, and is hybrid from either our Denver, Colorado or Austin, Texas 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 to align on common goals, identify growth or risk opportunities, and communicate 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 to resolve them.
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.
