Customer Success Manager

As a member of the broader Acoustic Customer Success Organization, a Customer Success Associate acts as a bridge between Acoustic and its Customer’s playing a pivotal role in ensuring that our customers achieve rapid time to value from their investment in Acoustic Connect working closely with the assigned Customer Success Director and various internal Acoustic stakeholders. 

The Role

Throughout the customer lifecycle, the Customer Success Associate will support the provision of:

• Onboarding Customers: This involves guiding customers through the initial setup and usage of Acoustic Connect. The Customer Success Associate ensures that customers are comfortable and well-informed about the product's features and capabilities as it relates to their business and in line with the Customer’s Success Plan. 
• Customer Training: Ensuring the customer knows how and where to access the relevant training materials, in some instances facilitating training sessions, either one-on-one or in groups, to help customers use Acoustic Connect efficiently & effectively.  
• Customer Support: As required, triaging and prioritizing customer support tickets and working alongside Support to track resolutions and ticket closures. 
• Relationship Management: Facilitating strong relationships with customers, acting as an internal conduit ensuring all parties maintain their commitments & obligations as it relates to Acoustic Connect usage and adoption, regularly check in with customers to maintain momentum, gauge satisfaction and identify any areas for improvement. 
• Feedback Gathering: Collecting and analyzing customer feedback to provide insights to product development & product marketing teams whilst also seeking positive customer references and proof points. To excel as a Customer Success Associate, professionals need to possess a diverse set of skills, both technical and interpersonal: 

Required Skills 

• Communication Skills: Strong verbal and written communication abilities are crucial for interacting with customers and explaining Acoustic Connect in a comprehensible manner. 
• Empathy: Understanding and empathizing with customer needs and challenges, earning trust and delivering a personalized experience. 
• Problem-Solving: The ability to analyze situations, identify issues, and support the implementation of effective solutions to address customer concerns promptly. 
• Technical Proficiency: Familiarity with Acoustic Connect and a general understanding of the technology behind it to enable a Customer Success Associate to provide better support and training. 
• Organization: Managing multiple customer accounts, internal & external stakeholders and tasks requires excellent organizational skills to keep track of customer interactions, follow-ups, and milestones to ensure a seamless customer experience. 
• Customer-Oriented Mindset: Putting the customer’s needs first and striving to exceed their expectations is essential for success in this role. 

Tools and technologies 

Customer Success Associates use a variety of tools and technologies to effectively manage their responsibilities and engage with customers: 

• Customer Relationship Management (CRM) Software & Customer Success Platforms: Salesforce to help track customer interactions, managing accounts, and analyzing data. Planhat to monitor customer health scores, track usage patterns, automate customer success processes, analyze customer data and generate insights to improve customer success strategies. 
• Communication Tools: Outlook, Microsoft Teams, and Slack facilitate seamless customer communication. 
• Help Desk Software: Zendesk for managing customer support tickets and ensuring timely resolution of issues. 

• 1-2 years of experience in customer success, account management, or a related customer-facing role. 
• Experience with SaaS, MarTech, or marketing automation platforms is a plus. 
• Knowledge of customer success platforms and support tools such as Salesforce, Planhat, Zendesk, or similar.