Sr. Customer Success Manager
Core
Drive adoption, retention, and renewal for enterprise customers by managing post-sales activities, conducting business reviews, and resolving escalations for an AI customer experience platform.
Role type
Senior Customer Success Manager (Enterprise Accounts)
Builds
Customer success outcomes, adoption, and retention for an AI-driven voice and digital communication platform.
Domain
SaaS / Telecommunications / Contact Center (UcaaS/CcaaS)
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Enterprise account management, C-level executive influence, SaaS customer success, business review facilitation, cross-functional escalation management, strategic account planning, product knowledge translation, stakeholder relationship building, data-driven performance analysis, complex problem solving
Preferred skills
Telecommunications industry experience, startup environment adaptability, travel readiness
Technologies
Dialpad AI platform, UcaaS/CcaaS solutions
Responsibilities
Lead post-sales activities including adoption, training, and best practice development; Conduct Business Reviews to align on goals and identify growth/risk opportunities; Manage customer escalations by documenting issues and facilitating cross-functional resolution; Maintain deep product knowledge to discuss meaningful features for specific business needs; Collaborate with Sales, Support, and Product teams to ensure measurable customer value; Influence C-level executives and manage large enterprise accounts.
Seniority
Senior, hands-on IC