Why This Job is Featured on The SaaS Jobs
Customer Success leadership roles remain a core lever in SaaS because recurring revenue depends on adoption, retention, and renewals. This Lead Customer Success Specialist position sits squarely in that part of the engine, with a remit that spans post sales relationship ownership, escalation handling, and acting as an internal customer advocate across functions. The on camera requirement during US Mountain Time also signals a customer facing operating model aligned to a North American buyer base.
From a SaaS career perspective, the role builds durable experience in managing the full customer lifecycle, not just reactive support. It offers practice in turning product usage signals into churn risk mitigation, running structured renewal motions, and translating customer feedback into actionable inputs for Product and Engineering. The team lead component adds a second track of development around coaching, process improvement, and standardising playbooks that scale.
This role tends to suit professionals who enjoy high trust communication, disciplined follow through, and structured problem solving in live customer situations. It is a strong match for someone ready to move from individual account ownership into leading peers while staying close to day to day customer outcomes. Comfort working from a dedicated remote setup and maintaining consistent video presence is an important alignment factor.
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 and the ability to build rapport and develop situational awareness in customer interactions. This remote role requires full on-camera engagement during US core hours (8 AM - 5 PM Mountain Time) from a dedicated, technically equipped workspace with 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 in a team lead capacity, handling escalations and supporting the greater CSM team
- Provide Mentoring and coaching, and support the development of CSM’s
- 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 that a consistent, 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 collaborating cross-functionally to resolve them.
- Track accounts to identify churn risks and proactively mitigate them.
Skills you’ll bring
- 3-5 years of experience in Customer Success.
- Previous Lead Experience preferred
- 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.
