Why This Job is Featured on The SaaS Jobs
Customer Success roles remain a core lever in subscription businesses because retention, adoption, and renewal quality compound over time. This listing stands out by placing the role squarely in the post sales lifecycle with clear touchpoints across Sales, Support, and Product, a common operating model in established SaaS organisations where customer outcomes are coordinated across functions rather than owned in isolation.
For a SaaS career, the work builds durable skills around value articulation, executive communication, and translating product capability into measurable business impact. Running business reviews, managing escalations, and shaping best practices exposes a practitioner to the metrics and rhythms that govern recurring revenue, including health signals, risk management, and expansion readiness, experience that transfers across most B2B SaaS categories.
This role is best suited to someone who prefers structured account ownership and enjoys being accountable for long term customer results. It will fit professionals comfortable working with senior stakeholders, balancing multiple priorities, and collaborating laterally to resolve issues. Candidates who want to deepen product fluency while operating as a trusted advisor, rather than a purely reactive support function, should find the scope aligned with their trajectory.
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.
