We are looking for a talented Customer Success Manager to join our team for a 12-month maternity leave cover. Ideally you will be based in Melbourne or Sydney, the position is remote with occasional in office and client on-site visits. We are open to part-time for the right candidate.
As a Customer Success Manager, you’ll become an integral part of our mission to create the future of customer experiences, bringing cutting-edge technology to marketers, leveraging AI to bring human-centered solutions to their customer’s biggest marketing challenges.
In this role, you will work closely with cross-functional teams to drive adoption, deliver industry insights, and support our customers across ASEAN, Australia and New Zealand.
What You'll Do
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.)
Nice to Have
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