Customer Success Manager

Role Overview

Customer Success Manager at SoundHound AI. You will work with enterprise clients to deliver white-glove service, improve client outcomes through application and business-case metrics, and grow accounts through new product and revenue opportunities.

Responsibilities

• Manage adherence to client and internal application metrics and business-case profitability targets.
• Identify add-on opportunities and partner with Account Managers to drive them.
• Grow accounts by spotting and delivering new product/revenue opportunities.
• Ensure client reports are delivered as expected, and update/modify them as needed.
• Handle complex client situations with strong organization, clarity, and resolution.
• Lead/facilitate higher-level CSO and company initiatives that improve outcomes.
• Increase value streams by driving and following through on key innovation items.
• Assist management with assigned tasks; collaborate with external teams on higher-level initiatives.
• Serve as a client educator with high-level detail (e.g., data and industry insights).
• Act as a liaison between the engagement team and the software team; create/manage Jira tickets related to software/data collection bugs.
• Support internal objectives and pilot programs, including software testing and advising on social media process for design.
• Depending on career path, develop deeper involvement such as:
  • Salesforce tool expansion (AM),
  • learning technical system aspects (PM),
  • supporting ADD and maintaining/creating RDD documents (Design).

Requirements

• 6+ years in prior client-facing roles, or equivalent experience with a Bachelor’s degree.
• Proven ability to create, maintain, and enhance customer relationships.
• Strong attention to detail in a fast-paced environment.
• Intermediate to advanced Google Workspace, Excel, and PowerPoint, plus AI tools.
• High initiative, strong teamwork, and excellent written and oral communication.
• Ability to multitask and prioritize in a complex environment.
• Ability to quickly understand client business issues and data challenges.
• Experience facilitating team/client meetings and delivering organized presentations.

Nice to Have / Additional

• Up to 10% travel to attend client meetings.
• Comfort collaborating across engagement and software teams; familiarity with Jira workflows.
• Experience with social media process for design and supporting pilot programs.