[Hiring] Strategic Account Manager @Volt Labs

Role Description

We are seeking a proactive, strategic Account Manager to serve as the primary relationship owner for a portfolio of Volt customers. In this role, you will ensure customers achieve meaningful business outcomes using Volt’s messaging infrastructure while driving long-term revenue growth across existing accounts. Success in this role is built around three core pillars: Retention, Expansion, and Advocacy.

You will develop deep relationships with customers, guide them through product adoption and growth, identify opportunities to expand the partnership over time, and establish referencable moments to highlight our great work together. You will work cross-functionally with Product, Engineering, and GTM teams to ensure our customers consistently realize value from Volt’s platform.

Core Responsibilities

• Retention:
  • Build deep, trust-based relationships that make customers want to stay.
  • Serve as the primary relationship owner for a portfolio of customer accounts.
  • Monitor account health and proactively identify risks to prevent churn.
  • Resolve issues quickly and coordinate internally to deliver solutions.
  • Ensure customers are realizing measurable value from Volt’s platform.
  • Develop success plans and engagement strategies to drive long-term retention.
• Expansion:
  • Identify and execute opportunities to grow revenue within existing accounts.
  • Identify upsell, cross-sell, and usage expansion opportunities.
  • Understand customers’ evolving business goals and align Volt solutions accordingly.
  • Drive increased product adoption across teams and use cases.
  • Partner with Sales and Product teams to support account growth strategies.
  • Maintain accurate forecasting and account growth tracking.
• Advocacy:
  • Turn satisfied customers into active Volt champions.
  • Build strong relationships that lead to referrals and new opportunities.
  • Identify customers willing to participate in case studies, testimonials, and references.
  • Encourage participation in Volt community initiatives and product feedback loops.
  • Surface customer insights that inform product improvements and roadmap direction.
• Additional Responsibilities:
  • Onboard new customers and guide them through successful implementation and adoption.
  • Build scalable playbooks and processes across the customer lifecycle.
  • Develop data-backed KPIs for customer success performance and account health.
  • Identify struggling customers early and deploy strategies to improve engagement.
  • Collaborate cross-functionally with Product, Engineering, and GTM teams.
  • Collect and analyze customer feedback to improve the Volt platform and 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 CPaaS 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 unlock data-driven 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 of $75-90K plus commission.
• Volt provides employees with health, dental, vision, and life insurance at no extra cost.
• Equity is offered to all employees through stock options.