Why This Job is Featured on The SaaS Jobs
Enterprise Customer Success roles remain a central lever in SaaS, where renewals and expansion are tied to measurable adoption rather than one-time delivery. This listing stands out for its focus on post-sales ownership across complex accounts, with regular executive-facing touchpoints and structured value conversations. The telecom and contact center context also signals a product category where reliability, change management, and stakeholder alignment tend to matter as much as feature depth.
From a SaaS career perspective, the scope described builds durable competencies in retention strategy, multi-threaded relationship management, and translating product capabilities into outcomes that customers will defend internally. The emphasis on business reviews, escalation leadership, and cross-functional coordination mirrors how mature SaaS operators run customer health, risk mitigation, and renewal forecasting. Experience gained here typically transfers well to other enterprise SaaS environments, especially those with technical deployments and distributed buying committees.
This role is best suited to professionals who prefer structured account plans, crisp communication, and influencing without formal authority. It will appeal to someone comfortable operating at the intersection of Sales, Support, and Product, and who enjoys turning ambiguous customer signals into clear next steps. Hybrid expectations and travel suggest a working style that values in-person stakeholder management alongside disciplined remote execution.
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.
