Sr. Customer Success Manager

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

About DialpadDialpad 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.

We look for people who are intensely curious and hold themselves to a high bar. Our ambition is significant, and achieving it requires a team that operates at the highest level. We seek individuals who embody our core traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic.

Your roleAs 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.

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