Why This Job is Featured on The SaaS Jobs
Customer Success Manager roles in SaaS sit at the intersection of product adoption, retention, and account health, and this Key Accounts remit signals a focus on customers where usage patterns and stakeholder alignment materially affect outcomes. In a subscription model, the post sales relationship is often where value is proven, and this position reflects that by centering on ongoing outcomes rather than one time delivery.
For a SaaS career, key account ownership tends to build durable skills in translating product capabilities into measurable business impact, running structured operating rhythms such as business reviews, and navigating multi stakeholder environments. The work also develops fluency in cross functional execution, since escalations, enablement, and roadmap feedback typically require coordination across support, product, and sales. Over time, that combination maps well to senior CSM, CS leadership, or revenue adjacent roles where retention and expansion are core levers.
This role is best suited to a practitioner who prefers consultative customer work, is comfortable facilitating executive level conversations, and can balance relationship stewardship with operational follow through. It fits someone who enjoys learning a technical domain and can bring order to complex accounts through planning, prioritization, and clear communication.
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 to increase the value our solution delivers to their organization. You’ll be in charge of understanding customer requirements, driving adoption and retention, and ensuring ongoing satisfaction.
First and foremost, you love working with customers and helping them realize value by achieving (or exceeding!) their goals. With several years of CS experience under your belt, you’re known as an excellent communicator, confident meeting facilitator, and cross-functional collaborator. Picking up new technology skills excites you, and even though you might not know much about cloud telephony right now, the idea of learning the ins and outs of Dialpad gets you pumped. You’re passionate about CS and dedicated to delivering positive customer and company outcomes.
This position reports to our Manager of Customer Success and has the opportunity to be based in Dialpad's Kitchener, Ontario 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 of common goals, identifying growth or risk opportunities, and communicating 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 2-5+ years of customer success experience 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 offsites.
