Customer Success Manager

Volt is transforming the massive and rapidly growing communications platform industry ($400B). Backed by some of the world’s leading venture capital investors, we are on an ambitious mission: To make leveraging communication infrastructure easy for software companies. Our work 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 appeal to users.

About the Role
We are seeking an experienced Customer Success Manager to define, build, and manage how Volt interacts with and educates customers. You will play a vital role in the organization as the champion of our customers. You will be helping them get the most out of our solutions by cultivating relationships with executive stakeholders, developing nurturing and educational tactics to improve our customers' product knowledge, executing expansion strategies that drive meaningful revenue growth for the customers you work with, and ensuring successful renewals. You will also build and define our customer education and management playbooks by collaborating with various roles including,  onboarding, support, sales, and product to drive success at every stage of the customer journey.

About Us: 

We’re a small team of entrepreneurs on a mission to enable businesses across the globe to build more meaningful connections with their customers through the power of text message communication. Working at Volt means you’re committed to exceeding expectations at every level, pushing yourself and your team to be the best in the world at what you do, and being a part of a culture that is defined by excellence and innovation. 

● “#1 Product of the Day” ~ 2020 ~ Product Hunt 

● “Fastest Growing Products” 2021 ~ Software Suggest 

● “Top Marketing Software” 2021 ~ Good Firms 

● “Best Usability” ~ 2020 ~ Software Suggest 

● “Top 14 - Best SMS Startups” 2021 ~ The Startup Pill  

● “Most Promising New Venture” 2021 ~ Oklahoma Venture Forum (OVF) 

● “Most Promising New Venture” 2023 ~ Oklahoma Venture Forum (OVF) 

Where

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.

Requirements

What We Look For

As a Customer Success Manager, you will:

• Report to the Head of Customer Experience as the leader of the Customer Success function at Volt.
• Be the face of Volt to our customers and actively ensure that clients are provided with a white-glove experience they come to expect from premium enterprise SaaS products.
• Enable Volt to scale by thinking 6-12 months into the future, anticipating roadblocks that come with customer growth, and setting the team up for success to move through them with ease.
• Manage forecasting and tracking of customer growth to offer transparency into account status and planning.
• Own Customer Project Management and Expansion by developing scalable systems and processes to ensure customers are educated throughout each stage of the customer lifecycle.
• Drive meaningful revenue growth across Volt’s existing customer base through usage and adaptation as we scale rapidly.
• Become a key customer partner, developing relationships with top level executives of Volt’s most strategic customers.
• Be responsible for sourcing talent and growing the Customer Success team to ensure the highest level of customer satisfaction with Volt product lines.
• Work with our Head of Customer Experience to 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.
• Create proactive systems to identify struggling customers and mitigate churn while maximizing the customer experience.

Who you are

You are someone who wants to take on a lot of ownership in all aspects of the work environment, experience exponential personal growth every month, and enjoy working with talented, collaborative, and friendly people who love what they do. You have excellent customer relationship management skills and can manage complex organizations and executive relationships with a partnership-oriented mindset. You have shown a track record of successfully executing against significant revenue targets involving large and complex customers. You have the ability to lead and communicate cross-functionally with sales, marketing, product, and other departments. You enjoy, and actually t