Sr. Manager, Customer Success & CX, APAC at Dialpad. About the role Dialpad is seeking a senior leader to oversee Customer Success, Support, and Professional Services across international markets. You will manage regional operations, drive adoption, and serve as the primary executive contact for major clients while coordinating with Sales, Product, and Engineering teams.
Key facts Location: Sydney, Australia Engagement: Full-time Team: Customer Experience
What you'll do
Mentor and lead a team of Customer Success Managers, Support staff, and Professional Services experts.
Manage direct reports in Australia and Japan.
Act as the final decision-maker for regional escalations and operational strategy.
Oversee international professional services, including project scoping, resource management, and integration delivery.
Partner with Sales to assist in pre-sales activities and technical planning.
Monitor account health to reduce churn and increase product usage.
Track performance metrics such as NRR, CSAT, time-to-value, and service utilization rates.
Drive regional revenue through service delivery and expansion opportunities.




Requirements
8+ years of experience in Account Management, Professional Services, or Customer Success within SaaS or telecommunications.
1 to 3+ years of direct people management experience.
Experience managing large-scale Enterprise clients.
Bachelor degree in Engineering, Computer Science, Business, or a related field.
Ability to communicate effectively with C-level stakeholders.
Deep understanding of subscription business models and qualified services financials.
Nice to have
MBA or advanced degree.
Business-level proficiency in Japanese.
Experience leading distributed or international teams.
Skills & tools
Technical knowledge of UCaaS, CCaaS, and AI platforms.
Proficiency in CRM and success software such as Salesforce, Gainsight, or Zendesk.
Practical notes
This role reports to the SVP of Customer Success.
The position involves cross-functional collaboration with international leadership and global support teams.
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📌 Sr. Manager, Customer Success & Cx, Apac (New South Wales)
🏢 Dialpad
📍 New South Wales