UK CSM - Voice AI

DescriptionWe 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 UsWe 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 missionOur 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.Originally posted on Himalayas