SOUNDMACHINE

• Serve as the primary point of contact for inbound customer inquiries • Manage and resolve support tickets efficiently • Guide customers through onboarding and platform setup • Diagnose and resolve basic software and hardware issues • Support customer onboarding by helping new accounts get set up quickly • Monitor customer health signals and flag at-risk accounts • Assist with subscription renewals and identify upsell opportunities

• Define and oversee onboarding, adoption, retention, and renewal processes • Ensure proactive account management for key customers and enterprise accounts • Partner closely with Sales and Product to improve customer outcomes • Oversee global customer support teams and workflows • Ensure SLA adherence, ticket quality, and efficient escalation processes • Continuously improve support efficiency without compromising customer experience • Manage and develop customer success and support team leads across regions • Set clear objectives, KPIs, and accountability frameworks • Build a strong culture of ownership, collaboration, and continuous improvement • Design and document scalable, repeatable customer success processes • Ensure consistent use of CRM, ticketing, and customer success platforms • Identify gaps and drive operational excellence across tools and workflows • Lead the implementation of AI driven solutions across customer success and support • Identify opportunities for automation in onboarding, support triage, knowledge management, and reporting • Work closely with internal stakeholders to ensure AI is practical, measurable, and customer focused • Own customer success KPIs including retention, churn, response times, and expansion signals • Deliver clear reporting and insights to leadership • Use data to drive prioritization and continuous improvement