Senior Enterprise Customer Success Manager — AI-Driven Growth

Dialpad; Sydney; On-site; AUD 120,000 - 180,000; Full time

Job summary

Dialpad, the AI platform for customer experience, seeks a Customer Success Manager for Enterprise Accounts in its Sydney office. You will lead post-sale activities, drive value, retention and renewals by partnering with Sales, Support and Product teams.

The role requires 8+ years in SaaS customer success, experience with enterprise customers and executive-level influence, plus travel willingness.

Qualifications

• 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.

Responsibilities

• Lead all post-sales activities for the company’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 ROI.
• Conduct Business Reviews and status calls to align on 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 business needs.
• Manage customer escalations with urgency by documenting open issues, facilitating regular status meetings, and working cross-functionally to resolve them.

Skills

SaaS experience

Executive communication

Enterprise account management

Cross-functional collaboration

Job description

Dialpad, the AI platform for customer experience, seeks a Customer Success Manager for Enterprise Accounts in its Sydney office. You will lead post-sale activities, drive value, retention and renewals by partnering with Sales, Support and Product teams.

The role requires 8+ years in SaaS customer success, experience with enterprise customers and executive-level influence, plus travel willingness.