The Role
Manage enterprise customer relationships throughout onboarding, adoption, renewal, and growth. Provide training, business reviews, success planning, ROI reporting, and escalation resolution while monitoring customer health and advocating for customer needs internally. Partner with sales, product, engineering, marketing, and support teams to improve retention and identify expansion opportunities. Serve as a subject matter expert on conversational and generative AI capabilities, integrations, APIs, and platform best practices.
Summary Generated by Built In
Your Career, our Future—Together.
What You'll Do
What You'll Bring
Workplace & Compensation
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Ready to join something big? At SoundHound AI, we bring voice, generative, and conversational AI together to transform how people interact with products and services. From voice-enabled vehicles to food ordering and customer support, our multilingual, omnichannel technology already impacts hundreds of millions worldwide.
The OpportunityAn 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.
- 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.
- 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.
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
Join SoundHound AI and collaborate with colleagues worldwide who are shaping the future of voice AI. Guided by our values—supportive, open, undaunted, nimble, and determined to win—we strive to build breakthrough AI experiences together.
We provide reasonable accommodations for individuals with disabilities throughout the hiring process and employment. To view our job applicant privacy policy, please visit https://static.soundhound.com/corpus/ta/applicantprivacynotice.html.
Discover more about our philosophy, benefits, and culture at https://www.soundhound.com/careers.
***Please beware of agency recruiters falsely stating that they represent SoundHound AI on job posts. Our job post above will note if we are utilizing a specific agency to assist with the search. Our recruiters use @soundhound.com email addresses exclusively.
Skills Required
- 8+ years of experience in customer success, account management, project management, or a related customer-facing role
- Proficiency with CRM and account-management tools such as Salesforce, Atlassian Suite, or Productboard
- Bachelor’s degree in computer science, business, marketing, communications, or a related field
- Familiarity with SaaS, conversational AI, and generative AI
- Excellent written and verbal communication skills
- Empathy and ability to understand customer perspectives
- Ability to analyze customer data, interpret trends, and develop customer-success strategies
- Strong project management skills
- Understanding of cloud computing, integrations, APIs, and automation tools
- Ability to identify and resolve customer issues using critical and creative thinking
SoundHound Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about SoundHound and has not been reviewed or approved by SoundHound.
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Healthcare Strength — Health coverage is described as comprehensive, including medical, dental, vision, life, and disability insurance for full-time employees. These core protections are consistently highlighted and are considered a strong part of the package.
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Equity Value & Accessibility — Equity is widely available through RSUs/stock options and an employee stock purchase plan with a look-back feature. Ownership opportunities are positioned as a key component of total rewards.
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Wellbeing & Lifestyle Benefits — Everyday perks such as catered lunches/snacks, team events, and wellness initiatives are part of the workplace experience. These lifestyle benefits add convenience and foster a sense of community in office settings.
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The Company
What We Do
At SoundHound Inc., we believe every brand should have a voice. As the leading innovator of conversational technologies, we’re trusted by top brands around the globe. Houndify, our independent Voice AI platform, with 70,000+ users, allows brands to create custom voice assistants that deliver results with unprecedented speed and accuracy. Our mission is to enable humans to interact with the things around them in the same way we interact with each other: by speaking naturally. We’re making that a reality through our SoundHound music discovery app and Hound voice assistant and through our strategic partnerships with brands like Mercedes-Benz, Hyundai, Deutsche Telekom, and Pandora. Today, our customized voice AI solutions allow people to talk to phones, cars, smart speakers, mobile apps, coffee machines, and every other part of the emerging ‘voice-first’ world. Our diverse team of engineers, UX/UI designers, writers, data scientists and linguists are all passionate about creating a world with more conversations. With more than 14 years of expertise in voice technology, we have hundreds of millions of end users, and a worldwide team in six countries building solutions for a voice-first world.
