Customer Success Manager

Summary

Join Volt, a company transforming the communications platform industry, as a proactive Customer Success Manager. You will cultivate strong customer relationships, provide strategic guidance, and drive customer satisfaction, retention, and growth. This role focuses on expansion opportunities to increase revenue and educate customers on our SaaS products. You will build customer education and management playbooks, collaborating cross-functionally. Responsibilities include driving revenue growth, managing onboarding workflows, owning complex operational processes, and developing churn reduction tactics. You will also create systems for internalizing customer feedback and build data-backed KPIs for all account management activities.

Requirements

• Bachelor’s Degree and 3+ years experience in Customer Success, Account Management, or a similar role in SaaS preferred
• Proven track record of successfully executing against significant revenue targets involving complex customers
• Excellent communication and interpersonal skills, interacting at all levels and having the ability to build rapport and trust with customers
• Demonstrates strong technical aptitude with the ability to understand complex information, convey it clearly to others, and comfortably work across multiple platforms and tools while quickly adapting to new systems and grasping the technical foundations of Volt’s messaging infrastructure
• 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 revenue growth across our existing customer base by promoting usage and adoption at scale, while managing forecasting and tracking to ensure transparency into account status and strategic planning
• Develop and maintain strong customer relationships, understanding their business needs and objectives
• Act as the primary point of contact for technical onboarding workflows related to registration, including navigating carrier compliance requirements and coordinating with third-party provider portals
• Own and manage complex operational processes involving multiple systems (Google Sheets, internal tools, and partner portals) to ensure timely and successful phone number provisioning and approvals
• 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 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 additional cost
• Equity through stock options