Customer Success Manager, NA

AUDIOCODES INC • US,

4h

About The Position

We are looking for a Senior Enterprise Customer Success Manager to serve as the primary strategic liaison between AudioCodes’ strategically managed customers and internal stakeholders. The Customer Success Manager will build trusted relationships across customer organizations and drive customer satisfaction, product adoption, long-term business value, and account growth.
The successful candidate will understand each customer’s business objectives, organizational structure, key stakeholders, and technology environment, and will develop customer success plans aligned with their goals. Responsibilities include proactively monitoring customer health and product usage, identifying risks and growth opportunities, leading executive business reviews, managing escalations, and coordinating cross-functional teams to ensure successful adoption and a consistent, high-quality customer experience.
The role requires experience in managed services and a strong understanding of Unified Communications, Contact Center, and Conversational AI solutions. Knowledge of AudioCodes products is an advantage. The ideal candidate is a collaborative team player who can operate effectively in a fast-paced environment, manage multiple priorities, and perform well under pressure.

Requirements

• 3+ years of experience in Customer Success, for Networking, UCaaS, CCaaS, or SaaS environments.
• Proven experience managing enterprise customers and executive stakeholders.
• Technical background in telecommunications and/or networking, with knowledge of Microsoft Teams, UCaaS, Direct Routing, or cloud communications.
• Strong knowledge of Microsoft Office applications, including Excel, PowerPoint, and OneNote.
• Strong communication, presentation, analytical, organizational, and relationship-building skills.
• Ability to connect with customers and teammates and build strong relationships.
• Strong consultative, problem-solving, and customer advocacy skills.
• Self-motivated, organized, and entrepreneurial, with a proactive, customer-first mindset and both business and technical acumen.

Nice To Haves

• Knowledge of AudioCodes products is an advantage.

Responsibilities

• Drive customer success by ensuring the successful adoption, utilization, and optimization of AudioCodes products and services, maximizing customer satisfaction, measurable business value, and long-term success.
• Own the end-to-end customer lifecycle for strategic enterprise accounts, from onboarding and adoption through ongoing operations, retention, renewals, and expansion, while proactively minimizing churn.
• Develop a deep understanding of each customer’s business objectives, technology environment, organizational structure, and success criteria. Map key stakeholders, business and technical owners, decision-makers, and executive sponsors to build trusted, long-term relationships across the organization.
• Develop and maintain measurable Customer Success Plans that align AudioCodes solutions with customer objectives, define clear outcomes, track progress, and demonstrate delivered value.
• Lead recurring operational and strategic customer engagements, including weekly and monthly service reviews, Quarterly Business Reviews, and Executive Business Reviews.
• Serve as the Voice of the Customer within AudioCodes by proactively gathering customer feedback, business requirements, operational challenges, and market insights, and translating them into actionable recommendations that help influence product, service, and support strategies.
• Act as the central point of coordination across Product Management, R&D, Support, Services, Sales, Finance, and other internal teams, ensuring customer priorities are understood, aligned, and executed effectively.
• Provide executive oversight for strategic customer issues and escalations, aligning internal stakeholders across Product, Support, Services, and Sales to remove obstacles, mitigate business risk, and protect customer success and satisfaction.
• Monitor customer health, satisfaction, adoption, product utilization, engagement, and business outcomes. Analyze relevant indicators and trends to proactively identify risks, improvement opportunities, and actions required to support retention and growth.
• Identify and advance expansion, upsell, and cross-sell opportunities by understanding customer strategies, priorities, and future initiatives, while partnering closely with Sales to support account growth.
• Demonstrate outstanding communication, executive presentation, stakeholder management, and organizational skills while managing multiple strategic enterprise customers in a dynamic, fast-paced environment.

Benefits

• Medical (with an HSA option and company contribution)
• Dental
• Company-paid vision insurance
• Flexible Spending Account
• Employee Assistance Program
• Company-paid basic life insurance (2x salary)
• Short and long-term disability
• Voluntary life insurance
• 401(k)-retirement plan with company matching
• Generous paid time off (vacation, sick, and floating holidays)
• Flexible schedule
• Paid parental leave
• Tuition reimbursement
• Travel reimbursement
• Employee referral program
• Medical, dental, and vision benefits to eligible same-sex and opposite-sex domestic partners.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed