THE OPPORTUNITY
An Account Manager (AM) is responsible for ensuring that customers have a
positive experience with SoundHounds products and services throughout the entire
customer lifecycle. The primary goal of an Account Manager is to drive customer
satisfaction, retention, and growth.
WHAT YOU'LL DO
Provide onboarding, training, and enablement resources to ensure customers
maximize platform capabilities
Act as the main point of contact for customers, addressing their needs and
providing solutions. Establish strong relationships with customers,
understanding their business goals and challenges. Own the end-to-end
operational customer lifecycle from onboarding through renewal, serving as
the primary point of contact for value creation and adoption
Promote customer satisfaction and loyalty by advocating for their needs
within the company. Encourage customers to become advocates for the company.
Maintain deep product knowledge of the company’s conversational and
generative AI platform; act as a subject matter expert for customers on AI
capabilities, best practices, and industry benchmarks
Provide training and educational resources to customers to ensure they get
the most out of the product or service.
Ensure reporting deliverables (application metrics, business case
performance, ROI summaries) are accurate, timely, and aligned to client
expectations. Track and report on value realization and ROI for assigned
accounts: maintain business case documentation, measure time-to-value for new
deployments and feature activations, and present ROI outcomes to customers
and internal stakeholders
Monitor customer health scores (NPS, CSAT, product adoption, containment
rates) and proactively intervene on at-risk accounts
Gather feedback from customers and communicate it to relevant internal teams
for continuous improvement. Act as the internal voice of the customer: gather
feedback, log product enhancement requests, and communicate customer insights
to Product and Engineering
Work on customer retention by ensuring renewals and identifying opportunities
for upselling or cross-selling additional products or services.
Develop and maintain customer success plans grounded in each client’s
business objectives, KPIs, and conversational AI deployment goals. Conduct
regular cadence calls and Quarterly Business Reviews (QBRs), presenting
performance data, platform health metrics, and forward roadmap alignment.
Track and analyze customer success metrics such as Net Promoter Score (NPS),
customer satisfaction (CSAT), and customer health to measure and improve
overall customer happiness.
Manage and resolve complex escalations with a high degree of organization,
urgency, and professionalism. Liaise between client, engagement teams, and
technical/software teams; manage Jira tickets and bug resolution workflows as
needed
Collaboration with Cross-functional Teams including sales, marketing, product
development, and support teams to ensure a cohesive customer experience.
WHAT YOU'LL BRING
8 + years of experience in customer success, account management, project
management or a related customer-facing role with a Bachelor's degree in
computer science, business, marketing, communications, or a related field is
preferred.
Proficiency in using CRM tools, such as Salesforce, Atlassian Suite, Product
Board or others, is required for tracking customer interactions, managing
accounts, and analyzing data.
Familiarity with SaaS, Conversational and Generative AI is preferred.
Understanding the market, competitors, and industry trends allows the AM to
better serve and advise customers.
Excellent communication skills, both written and verbal, are crucial. AMs
need to effectively convey information, listen to customer needs, and
articulate solutions clearly.
A keen sense of empathy and the ability to put oneself in the customer's
shoes is essential.
The ability to analyze customer data, interpret trends, and draw insights is
important for identifying areas for improvement and developing strategies for
customer success.
Strong project management skills help AMs coordinate and execute customer
success initiatives, ensuring they are completed on time and within scope.
AMs will need a solid understanding of various technologies including cloud
computing, integrations, API familiarity, and automation tools. Technical
proficiency helps in troubleshooting issues and providing effective support.
AMs should be adept at identifying and resolving customer issues. The ability
to think critically and find creative solutions is valuable.
WORKPLACE & COMPENSATION
This position is available for remote work across the United States.
The estimated salary for this position is $100,000 - $150,000 plus equity. In
addition to salary and equity, you will receive comprehensive healthcare, paid
time off, and other benefits. Our recruiting team will provide a specific salary
range based on location and years of experience.
#LI-MQ1 #LI-REMOTE