About Company:
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: Your Benefits at a Glance *
At AudioCodes, we offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance. Our health and wellness offerings include medical (with an HSA option and company contribution), dental, and company-paid vision insurance, along with a Flexible Spending Account and an Employee Assistance Program.
For your financial security, we provide company-paid basic life insurance (2x salary), short and long-term disability, plus voluntary life insurance, and a 401(k)-retirement plan with company matching.
We also support your work-life balance through generous paid time off (vacation, sick, and floating holidays), a flexible schedule, paid parental leave, and opportunities for professional growth with tuition and travel reimbursement, and an employee referral program. Additionally, we extend medical, dental, and vision benefits to eligible same-sex and opposite-sex domestic partners.
* US Full-time employee's only.
Job Summary:
We are looking for a Senior Enterprise Customer Success Manager to serve as the primary strategic liaison between AudioCodes’ strategically managed customers and internal stakeholders. The Customer Success Manager will build trusted relationships across customer organizations and drive customer 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, and will develop customer success plans aligned with their goals. Responsibilities include proactively monitoring customer health and product usage, identifying risks and growth opportunities, leading executive business reviews, managing escalations, and coordinating cross-functional teams to ensure successful adoption and a consistent, high-quality customer experience.
The role requires experience in managed services and a strong understanding of Unified Communications, Contact Center, and Conversational AI solutions. Knowledge of AudioCodes products is an advantage. The ideal candidate is a collaborative team player who can operate effectively in a fast-paced environment, manage multiple priorities, and perform well under pressure.
Responsibilities:
- Drive customer success by ensuring the successful adoption, utilization, and optimization of AudioCodes products and services, maximizing customer satisfaction, measurable business value, and long-term success.
- Own the end-to-end customer lifecycle for strategic enterprise accounts, from onboarding and adoption through ongoing operations, 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 across the organization.
- 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 proactively gathering customer feedback, business requirements, operational challenges, and market insights, and translating them into actionable recommendations that help influence 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, ensuring customer priorities are understood, aligned, and executed effectively.
- Provide executive oversight for strategic customer issues and escalations, aligning internal stakeholders across Product, Support, Services, and Sales to remove obstacles, mitigate business risk, and protect customer success and satisfaction.
- Monitor customer health, satisfaction, adoption, product utilization, engagement, and business outcomes. Analyze relevant indicators and trends to proactively identify risks, improvement opportunities, and actions required to support retention and growth.
- Identify and advance expansion, upsell, and cross-sell opportunities by understanding customer strategies, priorities, and future initiatives, while 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, for 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 knowledge of Microsoft Office applications, including Excel, PowerPoint, and OneNote.
- Strong 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.
