UK CSM - Voice AI

Description

We are looking for a customer-centric and proactive Customer Success Manager (CSM) to drive adoption, retention, and growth across AudioCodes' strategic Voice AI customers. The CSM will serve as a trusted advisor and customer advocate, ensuring customers achieve business value while fostering long-term partnerships and identifying expansion opportunities.

About Us

We are AudioCodes, (NASDAQ: AUDC) a global leader in voice communications, voice AI, Unified Communications, Contact Center, and AI-powered customer experience solutions. For over 30 years, we have helped enterprises and service providers worldwide modernize their communications environments and deliver exceptional employee and customer experiences.

As a trusted Microsoft partner and a leader in Voice AI and Conversational AI, AudioCodes enables organizations to accelerate digital transformation through innovative solutions that integrate seamlessly with Microsoft Teams, Zoom, and other leading collaboration platforms.

With a global presence, thousands of customers worldwide, and a strong ecosystem of partners, AudioCodes is recognized as a market leader in enterprise communications and AI-driven voice solutions.

Your mission

Our Customer Success Manager is responsible for driving customer adoption, retention, and growth across AudioCodes' strategic Voice AI accounts. Serving as a trusted advisor and advocate, the CSM ensures customers realize maximum business value while delivering an exceptional customer experience throughout the customer lifecycle.

• Own the end-to-end customer lifecycle, from onboarding through adoption, renewal, and expansion.
• Drive successful usage and adoption of AudioCodes Voice AI services for strategic customers.
• Act as the voice of the customer and primary point of escalation for service, delivery, and support matters.
• Build strong relationships with customer stakeholders and ensure an outstanding customer experience.
• Lead regular business reviews (weekly, monthly, and quarterly) to align on objectives, outcomes, and service performance.
• Define and monitor retention goals, proactively minimizing churn and maximizing customer value.
• Collaborate cross-functionally with Product Management, R&D, Sales, Support, and Finance to ensure customer requirements are understood and delivered.
• Analyze customer trends, usage patterns, and feedback to drive adoption, customer health, and growth opportunities.
• Identify and promote upsell and cross-sell opportunities that expand customer value and business impact.

Requirements

• 3+ years of experience in Customer Success, Technical Account Management, or Account Management roles within a SaaS or cloud-based technology environment.
• Experience managing enterprise customers and driving adoption, retention, and expansion initiatives throughout the customer lifecycle.
• Strong understanding of cloud-based communication, recording, or Voice AI solutions; experience with compliance recording platforms is an advantage.
• Technical background or familiarity with telecommunications, unified communications, networking, or cloud technologies.
• Excellent analytical skills and proficiency with Microsoft Office applications, particularly Excel, PowerPoint, and OneNote.
• Strong presentation, communication, and stakeholder management skills, with the ability to engage both technical and business audiences.
• Demonstrated ability to build trusted relationships with customers and cross-functional teams.
• Customer-centric mindset with strong consultative, problem-solving, and conflict-resolution capabilities.
• Highly organized, proactive, and able to manage multiple priorities in a fast-paced environment.
• Experience leading customer business reviews and coordinating with Product, R&D, Support, and Sales organizations is an advantage.
• Bachelor's degree in Business, Information Systems, Engineering, or a related field is preferred.
• Fluent English, both written and verbal, is required.