Sr. Customer Success Manager

Dialpad; Sydney; On-site; AUD 140,000 - 170,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive benefits

Growth opportunities

Job summary

Dialpad seeks an experienced Customer Success Manager for Enterprise Accounts in Sydney to guide customers through the full Dialpad journey. You will partner with Sales, Support, and Product to ensure customers realize value, driving success, retention, and renewal.

You will report to the Sr. Manager of Customer Success for Enterprise Accounts, based in our Sydney office, and travel as needed to customer locations.

Qualifications

• 8+ years of Customer Success experience at a SaaS company.
• Experience in Telecommunications and Contact Center space (UCaaS/CCaaS).
• Experience and comfort interacting with and influencing C-level executives.
• Referenceable experience with large Enterprise customers.
• Strong presentation, meeting facilitation, and written communication skills.

Responsibilities

• Lead post-sales activities for Dialpad’s customers through relationship-building, product knowledge, planning, and execution.
• Oversee adoption, training, and development of best practices to drive incremental value and ROI.
• Conduct Business Reviews and status calls to align goals, identify growth or risk, and share performance metrics.
• Maintain understanding of our solutions and discuss meaningful features for clients’ needs.
• Manage customer escalations with urgency and coordinate cross-functional resolution.

Skills

Customer Success

SaaS

Enterprise accounts

Executive communication

Cross-functional collaboration

Relationship management

Travel willingness

Job description

About Dialpad

Dialpad is the AI platform for customer experience, built to resolve customer problems in real time across voice and digital. Our AI agents learn from your best human agents and improve with every interaction, helping organizations understand their customers, deliver better experiences, increase operational efficiencies, and build a lasting competitive advantage.

Unlike legacy systems built to route and answer, or standalone agentic bot vendors built to deflect, Dialpad was built to resolve. Our AI agents and human agents operate on a single platform with shared context, allowing Agentic AI to resolve issues, advance deals, and eliminate busywork through automation while seamlessly handing conversations to humans when needed, with full context preserved.

Market-leading brands, including Randstad, Motorola Solutions, Netflix, the San Diego Padres, the Colorado Rockies Baseball Club, and Cal Athletics, trust Dialpad. Dialpad is backed by Andreessen Horowitz, GV, ICONIQ Capital, and T‑Mobile.

Being a Dialer

At Dialpad, AI isn’t just a feature; it’s how our teams do their best work every day. We put powerful AI tools in every employee’s hands so they can move faster, think bigger, and achieve more.

We believe every conversation matters. And we’ve built the platform that turns those conversations into insight and action, for our customers and ourselves.

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 derive measurable value from their investment in Dialpad products, driving 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 to align on common 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 specific business needs.
• Manage customer escalations with urgency by documenting open issues, facilitating regular status meetings, and working cross‑functionally to resolve them.

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.

Why Join Dialpad

• Work at the center of the AI transformation in business communications
• Build and ship agentic AI products that are redefining how companies operate
• Join a team where AI amplifies every employee’s impact
• Competitive salary, comprehensive benefits, and real opportunities for growth

We believe in investing in our people. Dialpad offers competitive benefits and perks, cutting‑edge AI tools, and a robust training program that help 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, repeatedly recognized as a Great Place to Work , ensures that 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 possess the fundamental traits, drive, and strong ambition we seek, but your experience doesn’t meet 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.

We seek individuals who embody our core traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic.