Account Manager, SoundHound AI
Enterprise
$100-150k
+ Equity
Conversational AI platform
Job no longer available
Conversational AI platform
501-1000 employees
Job no longer available
$100-150k
+ Equity
501-1000 employees
Company mission
To create a voice AI platform that exceeds human capabilities and brings value and delight via an ecosystem of billions of products enhanced by innovation and monetization opportunities.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
The world is becoming ever more voice-enabled, and SoundHound AI have been working for over a decade on their voice AI and conversational intelligence technology to stay ahead. The applications for quality technology of this sort is vast, from automotive innovation to restaurant management, and SoundHound AI is firmly leading the pack.
The company delivers unrivalled accuracy across nearly two dozen languages, giving it a real edge over Google and Amazon’s competing products. To consolidate this lead, it also made a number of strategic, big-name partnerships to broaden product uptake - with the likes of Tencent, Hyundai, Nvidia and Samsung.
By keeping its products customizable and broadly applicable, SoundHound AI has found great success, which empowered an IPO bid in 2022. Although it then took a hit from the poor economic climate, the company still managed to secure post-IPO funds, and paid off its post-IPO debt in 2024. This all bodes very well for its continued growth and the maintenance of its leading position in the space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-29% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
May 2018
$100m
LATE VC
Jan 2017
$75m
SERIES D
Total funding: $215m
Company benefits
- Team Events & Happy Hours
- Comprehensive Medical Insurance
- Employee Recognition
- Equity Plans
- Catered Lunches & Tasty Snacks
Company HQ
Santa Clara, CA
Leadership
Keyvan Mohajer
(Co-Founder & CEO)Having taken a PhD at Stanford, Keyvan worked as CTO of InsuranceHotline.com before founding ZumoSoftware, where they spent 4 years as CTO. They founded SoundHound in December 2004, while at Stanford, and have served since as President and CEO.
Majid Emami
(Co-Founder, CSO & SVP of Engineering)After graduating Stanford University, they went onto co-found SoundHound as VP of Engineering, before becoming CSO and SVP of Engineering in 2022.
James Hom
(Co-Founder & CPO)Having earned their Bachelor's Degree in Computer Science from Stanford University, they went onto co-found SoundHound. First, they lead all product development as VP of Products, before becoming CPO.
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