Manager, Scaled CS & Operations

Acoustic is transforming how we engage and support customers through a modern, digital-first Customer Success model. We are seeking a highly operational, data-driven Digital Customer Success Leader who will also serve as one of our Planhat Administrators for our global CS organization. This hybrid role will own our scaled CS programs, automation workflows, segmentation logic, lifecycle playbooks, and product analytics, while simultaneously managing Acoustic’s Planhat instance end-to-end.

This individual will be instrumental in reducing churn, driving adoption of Acoustic Connect, providing global visibility into customer health, and enabling our CSMs to operate more efficiently through automation, data standardization, and scalable processes.

Key Responsibilities

• Manage and iterate Acoustic’s global Scaled/Digital CS program, supporting customers across NA, EMEA, and APJ.
• Build digital touch programs, including automated onboarding flows, NPS outreach, usage nudges, upgrade readiness campaigns, and renewal sequences.
• Serve as the primary Planhat system administrator, responsible for configuration, workflows, playbooks, and integrations.
• Develop segmentation rules and prioritization frameworks to ensure CSM effort is aligned to churn risk, ARR impact, and Connect upgrade timelines.
• Own lifecycle communications across the entire customer journey: onboarding, training, adoption, use-case expansion, upgrade readiness, renewal, and advocacy.
• Partner with Services, Support, and Product to identify common blockers and operationalize resolutions at scale.
• Monitor customer engagement, health, usage trends, and risk indicators across the scaled portfolio.
• Identify early churn signals and automate next best action workflows for the Digital/Scaled CSM team.
• Lead a team of CSMs, including coaching, quality auditing, workflow assignment, and career development.
• Ensure consistent execution of playbooks, messaging, and customer interactions across all regions.
• Maintain data hygiene and governance across Companies, Subscriptions, Projects, Objectives, Usage, Tickets, Activities, and Renewals modules.
• Build custom reports that support QBRs, forecasting, capacity planning, and ELT updates.
• Partner with CS leadership to operationalize new processes into Planhat, fields, objects, logic, automations, and reporting.
• Support onboarding of new hires into Planhat and drive best-practice utilization across all CS roles.
• Manage troubleshooting, submit vendor tickets, and collaborate with Planhat’s TAM team to optimize our instance.

Requirements

• 4+ years in Customer Success, CS Operations, RevOps, or SaaS lifecycle roles.
• 1–2+ years managing scaled/digital CS programs or automation-heavy engagement programs
• Strong experience with Planhat (Admin level preferred) or another CS platform (Gainsight, Totango, Catalyst, Vitally, etc.).
• Technical proficiency with automation workflows, data structures, API-based integrations, and CRM tools like Salesforce.
• Proven ability to translate ambiguous operational needs into scalable systems and repeatable processes.
• Experience managing or mentoring junior team members (CSAs or CSMs).
• Ability to work cross-functionally with Product, Engineering, Support, Sales, and Services.

Preferred

• Experience supporting a global SaaS organization, ideally with a high-volume mid-market or scaled customer base.
• Familiarity with marketing automation technology or adjacent MarTech ecosystems.
• Strong analytical background—comfortable building dashboards, interpreting data, and identifying trends.
• Experience with Wrike or similar project management tools.
• Knowledge of customer segmentation strategies, churn frameworks, and digital adoption methodologies.