Sr. Customer Success Manager

Dialpad, Inc.; Sydney; Hybrid; AUD 110,000 - 150,000; Full time

Job summary

Dialpad, Inc. in Sydney, NSW, is seeking a Customer Success Manager to lead a portfolio of enterprise clients on our Recruitment SaaS platform.

This hybrid, full-time 12-month maternity leave contract requires strong relationship management, strategic guidance, and data-driven insights to drive adoption and retention. You will partner with sales, product and marketing to align on client needs, deliver onboarding and training, and generate health reports while advocating for customer needs across

Qualifications

• 3–5 years of experience in Customer Success, Account Management or similar client-facing role in SaaS.
• Proven leadership, management and communication skills with ability to influence stakeholders.
• Strong understanding of recruitment processes or familiarity with Recruitment SaaS is a plus.
• Technical aptitude to learn new software and explain complex concepts to non-technical users.

Responsibilities

• Serve as the primary contact for a portfolio of customers, ensuring smooth onboarding and integration.
• Monitor account usage and proactively reach out to provide assistance, training and optimization recommendations.
• Organize and lead regular check-ins and quarterly business reviews with clients.
• Collaborate with internal teams to resolve inquiries and escalate challenges effectively.
• Develop and refine customer success strategies, templates and best practices to maintain high retention.
• Partner with sales for seamless handoffs and with product for customer feature requests.
• Advocate for customers by identifying opportunities for upselling and cross-selling the platform.
• Generate and present health and success metric reports to align with company goals.
• Ensure timely resolution of customer issues by coordinating with support.

Skills

Leadership

Communication

Data-driven

Problem solving

Empathy

Job description

Customer Success Manager

Posted today

Job Viewed

Location: Sydney, NSW (North Sydney) - Hybrid, in office Monday, Wednesday, Friday plus additional days as required

Employment Type: Full-time, 12-month fixed-term contract (maternity leave coverage). Candidates must have valid work authorisation for at least the next 18 months.

Responsibilities

• Build and maintain strong, long-lasting relationships with customers to ensure satisfaction and loyalty.
• Proactively analyze clients' workflows and challenges to recommend tailored solutions using our Recruitment SaaS platform.
• Act as a customer advocate, collecting feedback and insights to share with internal teams for continuous product improvement.
• Develop and implement customer success strategies focused on client satisfaction, retention, and growth.
• Deliver engaging onboarding and training sessions to new clients, ensuring a seamless transition to our platform.
• Monitor and track key performance indicators (KPIs) for customer success, including retention rates and customer engagement levels.
• Collaborate with sales, product, and marketing teams to align on customer needs and capability development.
• Advocate for customers by anticipating their needs and identifying opportunities for upselling and cross-selling the platform.
• Generate and present reports on customer health and success metrics to ensure alignment with company goals.
• Ensure timely resolution of customer issues by coordinating with the support team and escalating critical matters as needed.

Qualifications

• Experience: 3-5 years of experience in Customer Success, Account Management, or a similar client-facing role, preferably in a SaaS environment.
• Skills: Proven leadership, management, and communication skills with the ability to influence and engage stakeholders.
• Strong understanding of recruitment processes or familiarity with Recruitment SaaS platforms is a plus.
• Technical aptitude: Ability to quickly learn new software and explain complex technical concepts to non-technical users in an approachable way.
• Data-driven mindset, with proficiency in analyzing customer success metrics and identifying actionable insights.
• Exceptional organizational and problem-solving skills with the ability to prioritize and manage competing priorities.
• Empathy-focused approach; genuinely invested in customers’ success and well-being.

Day-To-Day

• Serve as the primary point of contact for a portfolio of customers, ensuring their smooth onboarding and integration into the Recruitment SaaS platform.
• Monitor account usage and proactively reach out to clients to provide assistance, training, and recommendations for optimization.
• Organize and lead regular check-in calls and quarterly business reviews (QBRs) with clients.
• Collaborate with internal teams to solve customer inquiries and escalate any challenges effectively.
• Develop and fine-tune customer success strategies, templates, and best practices to maintain high retention rates.
• Partner with sales for seamless handoffs and with the product team to advocate for customer feature requests and improvements.
• Actively participate in team meetings and contribute to building a culture of diversity, inclusion, and continuous learning.
• Keep track of market trends and share learned insights to better anticipate customer needs and pain points.

Additional Information

• Applicants must hold valid working rights in Australia at the time of application. We are unable to provide visa sponsorship for this role.
• We are an equal opportunity employer in accordance with Australia's Fair Work Act 2009 and the Australian Human Rights Commission Act 1986 (including the Age Discrimination Act 2004, Disability Discrimination Act 1992, Racial Discrimination Act 1975, and Sex Discrimination Act 1984). All applicants will receive fair consideration for employment regardless of nationality, gender, age, disability, or background. We are committed to fostering an inclusive and respectful workplace for all employees.

Why We’re a Great Place to Work

• We are a collaborative, kind, and curious community.
• We prioritise your work/life balance offering a hybrid work environment and free in-office lunches throughout the week.
• We reward your work with opportunities for growth and advancement.
• Grow personally and together with one of the fastest growing companies globally.
• Develop your skills through our renowned training platform.
• Receive competitive compensation.
• Collaborate with an amazing international workforce.