Manager of North America - Customer Success

As a Manager of Customer Success at Acoustic, you will be responsible for leading a team of Customer Success Directors tasked with ensuring the overall health and success of our direct and channel customers.

This role is pivotal in ensuring the team is driving adoption of Acoustic solutions and managing their customer’s Key Performance Indicators (KPIs).

You’ll work cross functionally with multiple Acoustic business units including but not limited to, working with sales to identify expansion and cross-sell opportunities, collaborating to secure customer renewals to align with their growth and success strategies.

Your role will also require partnering with our professional services teams to project manage customers upgrade and migration efforts onto Acoustic Connect, our intent based, multi-channel marketing platform.

Additionally, you will also work with our product and engineering teams sharing real-time customer feedback whilst articulating product roadmap features and functionality to customers and the business partner ecosystem.

The ideal candidate will possess a strong track record of managing customer engagement, working cross-functionally, exceptional relationship and project management skills, forming a high performance, results oriented team, and delivering exceptional results throughout the customer lifecycle.

What You'll Do:

Build, manage, and develop a team of Customer Success professionals that are responsible for:

• Trusted Advisor: Building and sustaining 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. Leverage Acoustic executives for executive alignment when needed.
• Adoption & Engagement: Driving customer adoption and engagement strategies, working closely with customers to understand their needs, and ensure successful utilization of our solutions. Engage with customers regularly via email, weekly scheduled calls, social media, conducting QBRs, EBRs, etc.
• Lifecycle Project Management: Oversee the entire customer engagement lifecycle, from current state, to upgrading onto Connect, re-discovery, onboarding, adoption, migration, to renewal; ensuring a seamless and positive experience at every stage.
• Customer Health: Monitoring and maintaining the overall health and sentiment of customer accounts, ensuring they receive maximum value from our products and services while exploring cross-sell/up-sell opportunities for growth within healthy accounts
• Cross-Functional Collaboration: Work closely with sales, product, services, engineering, legal, and support teams to align customer success efforts with company goals and address any issues or opportunities that arise.
• KPI Management: Establishing and tracking key performance indicators related to customer success, customer health sentiment/scores, net promoter scores (NPS), adoption rates, usage, and renewal rates. Use data-driven insights to drive improvements and achieve targets.
• Success and Save Plans: Developing and implementing a mutually agreed upon Success/Save Plan for every customer focusing on retaining and growing customers. Plans should be outcomes based, outlining goals and metrics to make each customer successful. For customers at risk of churning, plans should answer why there’s a risk and specific steps being taken to recover the churn.
• Customer References: Work with customers to create a referenceable account base. Build advocacy including public promotion, use of their logos, case studies, press releases, and webinars.
• Acoustic Events: Drive attendance to Acoustic events, encourage participation in global and regional user events; leverage online and in-person customer events to share leading best practices.
• Customer Feedback: Collect and analyze customer feedback to drive continuous improvement in our products, services, and processes. Be the voice for the customer and articulate their feedback to crossfunctional teams.

Requirements

• 5+ years of experience in Customer Success with at least 2 years in management/leadership role.
• Strong knowledge and experience using a Customer Success Platform tool such as Planhat or something similar.
• Proven success developing relationships with all size customers, in all verticals, through both direct and indirect channels.
• Demonstrated success leading efforts of cross-functional teams to facilitate customer resolution and reduce churn.
• Experience enabling and supporting channel partners to gain high level of satisfaction with Acoustic products and services.
• A great Acoustic "fit" - customer and team-focused; delivery-oriented; high energy; values honesty and integrity.
• Ability to break down and explain complex technical concepts in business-friendly terms.
• Experience with Marketing Technology (MarTech).
• Successfully led a team through a transformation such as a shift in responsibilities (preferred but not required.)
• Potential for up to 25% travel