Why This Job is Featured on The SaaS Jobs
Customer Success Specialist roles remain one of the clearest windows into how SaaS products deliver recurring value after the contract is signed. This listing stands out for its emphasis on post sales ownership across deployment and the ongoing customer journey, plus acting as an internal voice of the customer across functions like Product and Engineering. That cross functional remit is a hallmark of mature SaaS operating models where retention and adoption are treated as product outcomes, not just service tasks.
From a SaaS career perspective, the work builds durable skills in lifecycle management: onboarding, adoption planning, escalation handling, renewal motion, and churn risk mitigation. The role also signals meaningful exposure to operational discipline, including documenting issues, running status cadences, and translating customer context into internal priorities. Experience like this transfers well across subscription businesses because it maps directly to net retention, product feedback loops, and scalable customer programs.
This role is best suited to professionals who prefer structured communication, steady follow through, and high accountability for customer outcomes. It should appeal to candidates comfortable working on camera during US core hours and collaborating asynchronously with multiple internal teams. It also fits someone who wants to deepen SaaS domain expertise by pairing relationship management with practical product fluency.
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.
