Customer Success Manager

2 days ago

Melbourne, Australia Acoustic Full time

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

**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
- Occasional Travel

**Nice to Have**
- Experience with Marketing Technology (Martech).
- Experience with Project Management or Implementation.

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