Customer Success Manager

Role Overview

• Understand each customer’s business objectives and effectively communicate the value of Acoustic Connect, ensuring successful adoption and ongoing utilization
• Develop account strategies aligned with Acoustic’s GTM motions and each customer’s business priorities
• Build and sustain multi-threaded relationships with stakeholders and decision-makers, including C-level executives, with the goal of becoming a trusted advisor across all lines of business
• Work with clients to build a mutually agreed-upon objectives with clear performance KPIs that tie platform usage to business outcomes
• Proactively monitor customer health and execute designated playbooks focused on maximizing product adoption and driving retention; leverage Planhat and connected usage data to maintain a real-time view of your portfolio—identifying risk signals, stalled objectives, and expansion opportunities before they surface on a call
• Conduct regular business reviews to assess adoption and surface issues.
• Identify expansion opportunities within assigned accounts—both within Acoustic Connect and across the broader Acoustic portfolio
• Partner with the Implementation and Onboarding teams to lead discovery into client goals and successfully project-manage client onboardings
• Own the customer experience through by coordinating internally with PS and Support, setting clear milestones with the customer, and ensuring continuity of engagement and value realization throughout the process
• Facilitate cross-functional collaboration with Support, Services, Product, and Solution Engineering to resolve client issues quickly and meet account performance objectives

Requirements

• 3+ years of experience in a Customer Success or account management role at a SaaS company, with direct ownership of your clients outcomes.
• Proven success partnering with customers to maximize value across multiple products and identify strategic expansion opportunities
• Consistent track record of meeting or exceeding renewal rate targets
• Experience leading regular business reviews and using data to inform decisions about product usage, adoption, and growth
• Strong ability to build and maintain relationships across multiple stakeholder levels, including C-suite executives
• Excellent communication and presentation skills—you can translate complex technical capabilities into clear business value
• Experience with Planhat, Gainsight, Salesforce, or similar CSP and CRM platforms; comfort using usage data and health signals to drive prioritization and customer conversations

Nice to Have

• Experience in Marketing Technology (Martech) or digital marketing platforms
• Hands-on familiarity with customer data platforms (CDPs), journey orchestration, or marketing automation tools—especially platforms like Salesforce Marketing Cloud, Adobe, Braze, or Klaviyo that prospects and customers may be migrating from or comparing against
• Experience building or contributing to customer advocacy programs including case studies, webinars, or public reference accounts

Tech Stack

• Cloud