SeniorFull TimeEN
About AudioCodes
AudioCodes (NASDAQ, TASE: AUDC) is a leading technology provider of advanced voice solutions for the UCaaS, CCaaS and conversational AI applications worldwide.
With over 30 years of experience, over 50 Fortune 100 enterprises and 66 of the world’s top service providers use AudioCodes technology.
Meeting Insights, AudioCodes’ enterprise-grade meeting intelligence platform, launched in early 2024 and has rapidly scaled to hundreds of customers and ongoing POCs.
As we enter our next phase of global expansion, we are seeking an experienced Customer Success Team Leader to manage and develop a global CSM team supporting our Meeting Insights platform.
Role Overview
This role is responsible for leading a global team of Customer Success Managers, ensuring enterprise customers achieve measurable value from the product throughout the entire lifecycle.
The position includes ownership of onboarding, adoption, renewal and expansion processes, along with ongoing optimization of Customer Success performance and scalability.
The role is based in Israel and works closely with global teams.
What You Will Do
Lead and manage a global team of up to 10 Customer Success Managers, providing direction, coaching and performance management.
Ensure structured execution of the full customer lifecycle, including onboarding, adoption, QBRs, renewal and expansion.
Monitor and improve key performance metrics including retention, expansion, customer health and satisfaction.
Drive the implementation and continuous improvement of Customer Success methodologies, systems and supporting tools to enable scalable growth.
Work closely with Product, Sales and Engineering to represent customer needs and drive alignment.
Maintain direct ownership of selected strategic enterprise accounts alongside leading the global CSM team.
At least 5 years of managerial experience leading Customer Success or similar post sales teams.
Experience managing teams of 5 to 10 Customer Success Managers or similar post sales roles.
Proven experience in B2B SaaS environments with structured Customer Success methodologies.
Hands on ownership of enterprise customer lifecycle including onboarding, adoption, renewals and expansion.
Demonstrated accountability for retention and expansion metrics such as NRR, GRR or similar KPIs.
Experience operating within structured Customer Success frameworks, including playbooks, health scoring models, segmentation and performance dashboards.
Experience collaborating with CS Operations and working within data driven performance environments.
Experience operating in global environments across multiple regions and enterprise customers.
Strong people leadership skills combined with the ability to improve processes, tools and ways of working.
Excellent communication skills and ability to engage senior stakeholders internally and externally.
