Customer Success Manager

Summary

Join Volt, a rapidly growing communications platform company, as a proactive Customer Success Manager! You will cultivate strong customer relationships, provide strategic guidance, and drive customer satisfaction and growth. This role focuses on revenue expansion through customer education and product knowledge. You'll build customer education playbooks, collaborate cross-functionally, and develop churn reduction tactics. We are a remote-first company with an office in Tulsa, Oklahoma. The position offers a competitive salary and comprehensive benefits.

Requirements

• 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

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

Preferred Qualifications

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

Benefits

• Health, dental, vision, and life insurance at no extra cost
• Equity is offered to all employees in the form of stock options