Acoustic L.P.

Customer Success Manager, Tealeaf

Job Locations US-GA-Atlanta | US
Full Time

The Job

As a Customer Success Manager at Acoustic, you will become an integral part of our mission to make customers wildly successful. Tealeaf is the leading Digital Experience Analytics software that provides the visibility, insight, and answers to customer struggle.   


Tealeaf is a leading SAAS and on-premise solution in the Customer Experience (CX) space.  Tealeaf provides session replay and experience analytics that allow CX professionals, IT departments, and development teams to spot user struggles, identify root causes, and fix them, driving revenue increase and improved customer satisfaction.

What You'll Do

The Customer Success Manager is responsible for driving client adoption of the Tealeaf platform, while ensuring that customers are receiving tangible business value through our partnership. The CSM engages regularly with customers to provide demonstrations, tailored training, and works with customer to solve key business challenges. The CSM’s performance is based on account retention, customer utilization of the platform, and insights provided to customers.

  • Oversee implementation of new client environments
  • Drive initial client adoption through multiple training sessions and regular check-ins. 
  • Secure the annual renewal working collaboratively with the Account Manager
  • Develop a consultative relationship with each client via a thorough understanding of their business model, strategy, digital properties, key initiatives, and business goals.  Utilize those insights to find opportunities for improvement and help drive business results.
  • Lead training sessions across a plethora of use cases to enable customers to be self-sufficient, while driving adoption across large audiences
  • Create presentations to summarize opportunities for site optimization and revenue recovery. Present findings with data driven recommendations and supporting analysis to key client stakeholders
  • Proactively identify at-risk accounts based on low platform usage, while creating & executing an action plan to drive platform adoption
  • Establish and maintain expert level knowledge of product capabilities & configuration options to leverage the Tealeaf platform to enable customers and surface actionable insights
  • Hold regular and effective communication with the client (QBRs, email, weekly scheduled calls, social media, etc.)

The Essentials

  • 3+ years serving in a digital analytics-oriented role: Product/Customer Experience/Optimization/Experimentation Analyst, Consulting, or Professional Services.
  • Must be able to analyze digital datasets to draw meaningful conclusions and recommendations. Enjoys solving complex problems without straight forward solutions
  • Must have client facing experience and be comfortable in a training / subject matter expert (SME) capacity
  • Experience with digital analytics and experimentation solutions such as Adobe Analytics, Google Analytics, Heap, Tealeaf, Optimizely, Maxymiser, or Adobe Target
  • A solid understanding of eCommerce, web technologies, digital analytics, and best practices for UX/UI. Familiarity with HTML, CSS, and JavaScript is an advantage
  • Socially competent and able to build relationships with diverse audiences: senior leaders, middle managers, and individual contributors, both technical and non-technical
  • Strong time management skills. Must be able to multitask while juggling the needs of multiple clients simultaneously. Able to adapt quickly to changing priorities 
  • Must be a self-starter, who thrives in fast-paced, ambiguous environments
  • Empathetic to client concerns and passionate about empowering customers to improve their digital experiences
  • Excellent verbal and written communication skills with exemplary presentation skills. Must feel comfortable presenting to large audiences of 50+ individuals

Nice to Have

  • Bachelor’s Degree preferred.
  • Experience selling complex enterprise SaaS software solutions and professional services within customer experience teams in enterprise accounts.
  • Training on Force Management sales methodology a plus.
  • Proficiency with Salesforce/ SalesLoft or other CRM.
  • Gainsight experience is preferred

About Acoustic

Acoustic is an independent marketing cloud with the open platform needed for success in a dynamic world. We’re reimagining marketing technology by lessening the burdens of repetitive tasks and equipping marketers with powerful technology that is simple and easy to use. We give marketers more time to do what really matters—to think bigger and put themselves back into the work. We help marketers aim higher, bringing humanity back into marketing. Acoustic serves an international client base of more than 3,500 brands, including Fortune 500 companies, providing digital marketing, marketing analytics, content management, personalization, mobile marketing, and marketing automation solutions. For more information, visit our website.  


Acoustic is proud to be an equal opportunity employer. We value diversity and are committed to providing an inclusive environment for everyone. All employment is decided on the basis of qualifications, merit, and business need.


Your Keys to Success



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