Manager, Scaled CS & Operations

Acoustic is transforming how we engage and support customers through a modern, digital-first Customer Success model. We are seeking a highly operational, data-driven Digital Customer Success Leader who will also serve as one of our Planhat Administrators for our global CS organization. This hybrid role will own our scaled CS programs, automation workflows, segmentation logic, lifecycle playbooks, and product analytics, while simultaneously managing Acoustic's Planhat instance end-to-end.
This individual will be instrumental in reducing churn, driving adoption of Acoustic Connect, providing global visibility into customer health, and enabling our CSMs to operate more efficiently through automation, data standardization, and scalable processes.

Key Responsibilities
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, Rev Ops, 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 Mar Tech 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