Sr. Customer Success Manager

About Dialpad
Dialpad is the leading AI-powered customer communications platform, transforming how businesses communicate with their customers. More than 50,000 companies around the globe — including Netflix, RE/MAX, Uber, Randstad, and Tractor Supply — rely on Dialpad to build stronger customer connections using real-time, AI-driven insights. Visit dialpad.com to learn more.

Being a Dialer
At Dialpad, you’ll be part of a collaborative team working toward our shared mission of making our customers and their employees wildly successful. We believe that every conversation matters, and we're elevating each one with a platform that drives real-time insights and automation for our customers.

We thrive on continuous evolution, where every employee leverages industry-leading AI to constantly refine our platform and our own skills. We seek individuals who not only meet our high standards but go beyond them. Our ambition is significant, and achieving it requires a team that operates at the highest level. We look for individuals who are not just ambitious but who also possess the traits that are fundamental to our success: Scrappy, Curious, Optimistic, Persistent, and Empathetic.

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 acquire measurable value from their investment in Dialpad products, leading to success, retention, and renewal.

This position reports to our Sr. Manager of Customer Success for Enterprise Accounts and is based in our Sydney, Australia 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 on common goals, identifying growth or risk opportunities, and communicating 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 towards resolution.

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.

We believe in investing in our people. Dialpad offers competitive benefits and perks, alongside a robust training program that helps you reach your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection. Our exceptional culture, recognized repeatedly as a certified Great Place to Work, ensures every employee feels valued and empowered to contribute to our collective success.

Don’t meet every single requirement? If you’re excited about this role and you possess the fundamental traits, the drive, and strong ambition we seek, but your experience doesn’t satisfy every qualification, we encourage you to apply. 

Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.