Sr. Customer Success Manager

Dialpad
Sydney
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 8+ yearsSkills: ["Relationship-building","Presentation","Meeting facilitation","Written communication","Time management","Organizational","Cross-departmental collaboration","Analytical problem-solving","Situational awareness","Ability to lead or influence resources","Customer empathy"]

Own post-sales success for Dialpad’s Enterprise customers, driving measurable value from onboarding through renewal. Build trusted relationships with Sales, Support, and Product to increase adoption, training, and best-practice usage. Run business reviews and status calls to align on goals, surface risks and growth opportunities, and communicate performance insights. Lead escalations with urgency, collaborating cross-functionally to resolve issues and preserve customer outcomes.

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FursaFursa
Dialpad
Dialpad
1 day ago

Sr. Customer Success Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 7 hours agoStatus: Live
Reposted: similar role first listed 6 months ago

Job Summary

Own post-sales success for Dialpad’s Enterprise customers, driving measurable value from onboarding through renewal. Build trusted relationships with Sales, Support, and Product to increase adoption, training, and best-practice usage. Run business reviews and status calls to align on goals, surface risks and growth opportunities, and communicate performance insights. Lead escalations with urgency, collaborating cross-functionally to resolve issues and preserve customer outcomes.
Location: Sydney
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Manager level

Key Responsibilities

  • •Lead all post-sales activities for Enterprise customers through relationship-building, product knowledge, planning, and execution.
  • •Drive customer adoption, training, and best practices to increase incremental value and ROI.
  • •Conduct business reviews and status calls to align on goals, identify growth or risk opportunities, and share performance metrics.
  • •Maintain deep product understanding and recommend meaningful features and functionality for customer needs.
  • •Manage customer escalations by documenting issues, facilitating status meetings, and resolving cross-functionally.
Travel: Medium travel

Key Requirements

  • •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 influencing C-level executives.
  • •Referenceable experience working with large Enterprise customers.
  • •Strong presentation, meeting facilitation, and written communication skills.
Experience:8+ yearsSaaSTelecommunicationsContact centerUcaaSCcaaSEnterprise
Skills:Relationship-buildingPresentationMeeting facilitationWritten communicationTime managementOrganizationalCross-departmental collaborationAnalytical problem-solvingSituational awarenessAbility to lead or influence resourcesCustomer empathy

Company Brief

Dialpad
Provides cloud-based business communications platform offering voice, video, messaging, contact center, and AI-driven call intelligence to help teams communicate and collaborate across devices and locations.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: San Francisco, United States
Founded: 2011
WebsiteLinkedIn