[Hiring] Strategic Account Manager @Volt Labs Inc.

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.

• Develop deep relationships with customers.
• Guide customers through product adoption and growth.
• Identify opportunities to expand the partnership over time.
• Establish referencable moments to highlight our great work together.
• Work cross-functionally with Product, Engineering, and GTM teams.

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 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 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.