Technical Customer Success Manager

Description

We’re looking for a proactive and technically savvy Customer Success Manager to join our team and support the rapid growth of AudioCodes Live Hub — a fast-evolving, cloud-native SaaS platform that empowers organizations to build and deploy advanced Voice AI solutions seamlessly connected to real-world voice channels.

If you’re passionate about customer empowerment, analytics, and automation, this role is for you. You’ll act as the bridge between our technical capabilities and customer success goals — driving onboarding, platform configuration, automation, and actionable insights across the Live Hub platform.

As a key member of the Customer Success function, you’ll be the operational backbone: designing automated experiences and conversational flows, driving product adoption, troubleshooting integrations, and maintaining excellent communication with both customers and internal teams to ensure a smooth, high-impact customer journey.

Key Responsibilities

• Manage customer interactions (via Intercom and email), providing hands-on technical guidance to help customers build Voice AI services and integrate them with their voice channels — collaborating closely with Support and R&D teams.
• Develop scalable onboarding templates, self-service materials, and automation workflows to streamline and optimize CS operations.
• Manage a portfolio of customers, owning the full lifecycle (B2C) from onboarding to renewal and expansion.

Monitor key customer metrics, analyze performance trends, and propose or implement improvements through enhanced reporting and processes

Requirements

You’re a Great Fit If You

• Have 3–5 years of experience in Customer Success or Technical Account Management, ideally in SaaS, Voice, or AI platforms.
• Combine technical acumen and customer-facing excellence, confidently leading discussions backed by data and insight.
• Are a fast learner who thinks in systems, thrives on automation, and loves building efficient, intelligent workflows.
• Are highly organized, with the ability to manage onboarding, support, reporting, and product feedback in parallel.
• Bonus points for experience with conversational AI platforms, VoIP, AI bot frameworks, telephony-based SaaS, or building user communities around SaaS products.

What We Offer

• The opportunity to work with cutting-edge Voice AI technologies in a dynamic, fast-paced environment.
• Be part of a skilled, collaborative, and motivated team developing a rapidly growing SaaS platform.
• Enjoy the stability and global reach of an established tech leader.
• Career growth built in — work closely with senior CSMs and receive mentorship from experienced professionals.