Customer Success Manager

Company Overview

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.

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.

Key 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.

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

Benefits

Volt is a remote-first company with corporate headquarters in Tulsa, OK. This role offers a base salary range of $75,000 to $90,000, plus commission. Employees receive comprehensive benefits, including health, dental, vision, and life insurance at no additional cost and equity through stock options.