Customer Success Manager

Volt is transforming the massive and rapidly growing communications platform industry and is on a mission to make leveraging communication infrastructure easy for software companies and enable businesses to build more meaningful connections with their customers through the power of text message communication. Our goal is to improve the developer experience and lower the total cost of ownership by building a fully managed messaging infrastructure stack so that software teams can focus on building applications that delight users.

Our culture is defined by excellence and innovation, and our people are committed to exceeding expectations at every level, pushing themselves and their teams to be the best at what they do, and being a part of a culture defined by excellence and innovation. We are remote-first. If you’re local, our office is open and available to you — we are based out of the One Technology Center in downtown Tulsa, Oklahoma. Come join the team everyone is raving about!

About the Role

We are seeking a proactive and dedicated Customer Success Manager who will be responsible for cultivating strong relationships with our customers and providing strategic guidance and support to drive customer satisfaction, retention, and growth. In this role, you will focus on expansion opportunities to drive revenue and provide our customers with educational product knowledge to ensure they achieve their desired outcomes utilizing our SaaS products. You will build and define our customer education and management playbooks by collaborating cross-functionally to drive success at every customer journey stage.

Requirements

Key Responsibilities

·       Drive meaningful revenue growth across our existing customer base through usage and adaptation as we scale rapidly.

·       Develop and maintain strong customer relationships, understanding their business needs and objectives.

·       Manage forecasting and tracking of customer growth to offer transparency into account status and planning.

·       Onboard new customers, ensuring a smooth transition and successfully adopting our SaaS products.

·       Own Customer Project Management and Expansion by developing scalable systems and processes to ensure customers are educated throughout each stage of the customer lifecycle.

·       Create systems to internalize customer feedback and communicate data-backed recommendations to the product team for improved customer satisfaction and success.

·       Develop churn reduction tactics to maximize customer lifetime value.

·       Build data-backed measurable KPIs for all account management and success activities.

·       Ensure proactive systems are in place to identify struggling customers and mitigate churn while maximizing the customer experience.

·       Strategically think ahead to anticipate roadblocks that may arise due to customer growth to set the team up for success and move through them with ease.

·       Collaborate cross-functionally with internal teams to advocate for customer needs and drive continuous improvement.

·       Collect and analyze customer feedback to inform product development and enhance the overall customer experience.

Qualifications

·       Bachelor’s degree in Business, Marketing, or a related field.

·       5+ years of experience in Customer Success, Account Management, or a similar role within the SaaS industry.

·       Proven track record of successfully executing against significant revenue targets involving large and complex customers.

·       Ability to lead and communicate cross-functionally with sales, marketing, product, and other departments.

·       Excellent communication and interpersonal skills, interacting at all levels and having the ability to build rapport and trust with customers.

·       Technical aptitude and ability to understand complex information and convey it to others.

·       Proactive problem-solving skills and an analytical mindset to drive data-making decisions.

·       Ability to manage multiple customer accounts and projects simultaneously operating in a fast-paced, high-growth environment.

·       Experience with Customer Success software and CRM tools (e.g., Salesforce, Gainsight) is a plus.

Benefits

The compensation for this role is a base salary range of $75-90K. Volt provides employees with health, dental, vision, and life insurance at no extra cost. Equity is offered to all employees in the form of stock options.