Senior Customer Success Manager

About Dialpad

Dialpad is a cutting-edge AI platform tailored to enhance customer experiences by resolving issues in real time across voice and digital channels. Unlike traditional routing systems or basic bot vendors, Dialpad combines AI and human agents on a unified platform to streamline problem resolution and optimize operational efficiency. Trusted by leading companies such as Randstad, Motorola Solutions, and Netflix, Dialpad is backed by prominent investors including Andreessen Horowitz and T-Mobile.

Role Overview

As a Senior Customer Success Manager for Enterprise Accounts based in Sydney, you will guide customers throughout their journey with Dialpad. This includes collaborating with Sales, Support, and Product teams to ensure customers gain measurable value, fostering retention and renewals.

Key Responsibilities

• Lead all post-sale engagements by building strong relationships, sharing product expertise, and executing effective plans.
• Drive customer adoption through training and best practices to maximize returns on their Dialpad investment.
• Conduct business reviews and status meetings to align goals, identify growth or risks, and share performance insights.
• Maintain in-depth product knowledge to highlight features tailored to each customer’s needs.
• Manage escalations promptly by documenting issues, coordinating cross-functional efforts, and facilitating resolution meetings.

What We Seek

• Over 8 years of experience in Customer Success within SaaS companies.
• Familiarity with telecommunications and contact center sectors, specifically UCaaS and CCaaS.
• Able to effectively engage and influence executives at the C-level.
• Proven success working with large enterprise customers that can be referenced.
• Strong presentation, facilitation, and written communication capabilities.
• Excellent organizational and time management skills to handle multiple priorities.
• Adaptability to thrive in a dynamic startup environment and contribute to product and client interaction strategies.
• Ability to collaborate across departments and lead internal and customer stakeholders toward positive outcomes.
• Analytical mindset with sharp problem-solving skills to quickly assess and address situations.
• Willingness and ability to travel to customer sites as necessary.

Benefits and Culture

• Opportunity to work at the forefront of AI-driven innovations in business communications.
• Engage in building agentic AI solutions that transform company operations.
• Collaborate within a team empowered by AI to enhance individual impacts.
• Competitive compensation packages with comprehensive benefits and career advancement prospects.
• Inclusive, vibrant workplace culture recognized as a Great Place to Work.
• Ongoing training and advanced AI tools to support personal and professional growth.

Additional Information

Dialpad values diversity and is committed to an inclusive environment free from discrimination and harassment. The company encourages candidates who share the core qualities of curiosity, optimism, persistence, empathy, and resilience to apply—even if not every qualification is perfectly met.