Customer Success Manager
Acoustic
- Australia
- Permanent
- Full-time
- Develop account strategies in accordance with overall 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 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.)
- 2+ 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 solutions
- 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
- Occasional Travel
- Can read, write and speak Japanese
- Experience with Marketing Technology (Martech).
- Experience with Salesforce