Why This Job is Featured on The SaaS Jobs
This Customer Success Manager role is featured because it sits at a core SaaS lever: post sales value realization for key accounts. In subscription businesses, retention and expansion are built through adoption, measurable outcomes, and credible executive relationships. The listing signals a product with domain depth in cloud telephony and contact center, where customers often expect consultative guidance rather than simple support.
From a SaaS career standpoint, the work maps directly to the operating system of modern customer success. Leading business reviews, translating usage into ROI narratives, and coordinating resolution paths across internal teams are repeatable skills across B2B SaaS categories. The emphasis on learning new technology also reflects a common CS reality: becoming fluent in a platform quickly, then applying that knowledge to drive behavior change at scale across a portfolio.
This position best fits someone who prefers structured customer cadences, clear follow through, and stakeholder management that includes senior executives. It will suit professionals who enjoy balancing relationship building with analytical problem solving, and who want their CS craft to be measured through adoption, retention, and risk management rather than ticket volume alone.
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.
