Customer Success Manager

As a Customer Success Manager at Acoustic, you’ll become an integral part of our mission to create the future of customer experiences. Acoustic is bringing cutting-edge technology to marketers, leveraging AI to bring human-centered solutions to our customer’s biggest marketing challenges. In this role, you’ll be equipped with some of the best customer relationship management tools available on the market to identify customer insights that will help you drive value and a high renewal rate. You’ll also take your sales skillset to the next level through custom sales training delivered by Force Management. Further, you will work closely with cross functional teams as you create successful customer expansion plans to grow revenue in existing accounts. This is a unique opportunity to help our clients realize their business objectives with a cutting-edge, open platform that will help marketing teams gain deeper insights into their data. You’ll help marketing teams unlock their full potential.

What You'll Do

• Develop account strategies in accordance with overall Acoustic GTM motions and customer business objectives.
• 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 customer base and enact designated playbooks focused on maximizing product adoption and driving retention.
• Identify new opportunities within assigned Acoustic 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’s portfolio for cross-sell and upsell.
• Facilitate the involvement of the broader Acoustic family including Support, Onboarding, Services, Product Development Marketing, and Solution Engineering to ensure customer success and meet account performance objectives / customers’ expectation.
• Work with clients to create a referenceable account base, build advocacy, including public promotion and external media engagement, and co-ordinate with Marketing to generate relevant Press Releases, Webinars and Case Studies
• Drive attendance to Acoustic events, PR activities and build positive client PR for Acoustic. Encourage participation in global and regional user events; leverages online and in-person customer events to share leading best practices.
• Hold regular and effective communication with the client (QBRs, email, weekly scheduled calls, social media, etc.)

• 3+ years of experience in a customer success role, responsible for customer satisfaction and renewals for a SaaS company
• Proven success partnering with customers to identify opportunities to maximize their investment across multiple products
• Proven success in consistently achieving renewal rate targets
• Experience partnering with customers during regular business reviews to make data informed decisions regarding their current product usage and expansion opportunities
• During the pandemic, this role will not travel. At some point, there will be up to 25% travel

Nice to Have

• Experience with Marketing Technology (Martech).
• Experience with Gainsight a plus