Acoustic

Manager, Scaled CS – Operations

Acoustic

full-time

Posted on:

Location Type: Hybrid

Location: Pune • 🇮🇳 India

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Job Level

Mid-LevelSenior

About the role

  • 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Customer SuccessCS OperationsRevOpsSaaS lifecycleautomation workflowsdata structuresAPI-based integrationsCRM toolscustomer segmentation strategiesdigital adoption methodologies
Soft skills
coachingquality auditingworkflow assignmentcareer developmentcross-functional collaborationanalytical skillsproblem-solvingcommunicationmentoringoperationalizing processes