Customer Success Manager

Summary

Join our team as a Customer Success Manager for a 12-month maternity leave cover, based remotely in Melbourne or Sydney with occasional office and client visits. You will play a key role in driving customer adoption of our cutting-edge marketing technology, leveraging AI for human-centered solutions. Collaborate with cross-functional teams, build strong client relationships, and proactively monitor customer health. Identify new opportunities and work with clients to create success plans and conduct regular business reviews. Contribute to building a referenceable account base and ensure effective communication with clients.

Requirements

• 4+ years of experience in a customer facing role in customer success, service/support, marketing, project management or sales
• Proven success partnering with customers to identify opportunities to maximize their investment across multiple solutions
• Proven success working directly with customers in a fast paced, dynamic environment
• Experience partnering with customers during regular business reviews to make data informed decisions regarding their current product usage and expansion opportunities

Responsibilities

• Collaborate with other GTM teams to develop account strategies in accordance with overall Acoustic strategy
• Project Manage customers as they migrate to our Acoustic Connect platform and adopt new functionality
• Build and sustain relationships with stakeholders and decision makers, including C-level executives in assigned accounts with the goal of becoming a trusted advisor throughout all lines of business
• Proactively monitor and assess customer health within the customer base and enact designated playbooks focused on maximizing product adoption and driving retention
• Identify new opportunities within assigned customers – both within existing solutions as well as within the broader portfolio
• Work with clients to build a mutually agreed upon ‘Success Plan’ with performance objectives and KPIs
• Conduct regular business reviews to understand current adoption level, business relationships, general issues, and leverage them to better position Acoustic Connect solution upsell and expansion
• Work cross functionally with the broader Acoustic family including Support, Services, Operations, Product Management, Sales and Solution Engineering to ensure customer success and meet account performance objectives / customers’ expectations
• Work with clients to create a referenceable account base, build advocacy, including public promotion and external media engagement, including approvals for Logo usage, Press Releases, Testimonials and Case Studies
• Hold regular and effective communication with the client (QBRs, email, weekly scheduled calls, etc.)

Preferred Qualifications

• Experience with Marketing Technology (Martech)
• Experience with Project Management or Implementation

Benefits

• Remote work
• Part-time option