Custom Success Manager-NA

AudioCodes Ltd. (NASDAQ, TASE: AUDC) is a global leader in enterprise voice solutions and voice AI innovation. We help organizations unlock the full value of voice, transforming every conversation—whether human or AI—into a strategic asset that drives better business outcomes. Our portfolio spans voice connectivity, unified communications and contact center integration, and next-generation voice AI applications that enhance collaboration, automate workflows, and deliver real-time insights. With over 30 years of global experience and trusted by 65 of the Fortune 100, AudioCodes powers the intelligent enterprise, connecting people, platforms, and data to move business forward. Certified for leading UCaaS and CCaaS environments such as Microsoft Teams, Cisco Webex, Zoom, and Genesys, our solutions provide universal interoperability that breaks down communication silos and unlocks organizational potential.

What We Offer

• Comprehensive health and wellness benefits: medical (with HSA option and company contribution), dental, and company-paid vision insurance.
• Flexible Spending Account and Employee Assistance Program.
• Financial security: company-paid basic life insurance (2x salary), short- and long-term disability, voluntary life insurance, and a 401(k) retirement plan with company matching.
• Work-life balance: generous paid time off (vacation, sick, and floating holidays), flexible schedule, and paid parental leave.
• Professional growth: tuition and travel reimbursement, and an employee referral program.
• Medical, dental, and vision benefits extended to eligible same-sex and opposite-sex domestic partners.

Benefits listed are for US full-time employees only.

About the Role

We are seeking a Senior Enterprise Customer Success Manager to serve as the primary strategic liaison between AudioCodes’ strategically managed customers and internal stakeholders. This role focuses on building trusted relationships across customer organizations to drive 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, developing customer success plans aligned with their goals.

Responsibilities

• Drive customer success by ensuring the adoption, utilization, and optimization of AudioCodes products and services, maximizing satisfaction, measurable business value, and long-term success.
• Own the end-to-end customer lifecycle for strategic enterprise accounts, from onboarding and adoption through 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.
• 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 gathering feedback, business requirements, operational challenges, and market insights, translating them into actionable recommendations for 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 to ensure customer priorities are understood, aligned, and executed effectively.
• Provide executive oversight for strategic customer issues and escalations, aligning internal stakeholders to remove obstacles, mitigate risk, and protect customer success and satisfaction.
• Monitor customer health, satisfaction, adoption, product utilization, engagement, and business outcomes. Analyze trends to proactively identify risks, improvement opportunities, and actions to support retention and growth.
• Identify and advance expansion, upsell, and cross-sell opportunities by understanding customer strategies and future initiatives, 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.

Qualifications

• 3+ years of experience in Customer Success within 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 proficiency in Microsoft Office applications, including Excel, PowerPoint, and OneNote.
• Excellent 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.