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.)
- 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.
Similar Jobs
What We Do
Acoustic is a global marketing and customer engagement provider delivering solutions that give brands a deeper understanding of their customers and the ability to act in the moments that matter. Our mission is to help brands build closer customer connections through data-driven visibility and personalized engagement. We know that marketers need powerful solutions that enable them to transform how their brand connects with customers — not tools that limit their potential and complicate their day-to-day. Our solutions are purpose-built to enable marketers to build, scale, and optimize customer experiences throughout the customer lifecycle. We have approximately 650 employees around the globe, allowing us to maintain a local presence with a global footprint. With 25+ years of MarTech experience, our team of trusted experts is focused on helping brands across industries exceed expectations and build meaningful, lasting customer relationships.
Why Work With Us
We’re not only building our company’s future but the future of an industry. That’s why our values — team and passion, trust and security, rapid innovation, customer delight, and respect for all people — guide everything we do. Join our collaborative, global team that’s dedicated to helping brands deliver exceptional customer experiences.
Gallery
