Customer Success Manager

Summary

Join Vonage's Customer Success team as a Manager and contribute to the growth and development of the team. You will work closely with the team to increase MRR, lower churn, and maintain revenue forecasting. Responsibilities include managing team projects, supporting customer meetings, ensuring high team morale, and conducting interviews for new hires. The ideal candidate possesses measurable experience in managing profitable accounts, strong communication skills, and a passion for technology. Vonage offers competitive pay, benefits, unlimited discretionary time off, and tuition reimbursement.

Requirements

• Measurable experience in managing and growing profitable and satisfied accounts or equivalently relevant customer facing experience
• Ability to drive multi-million dollar sales cycles
• Must excel with both written and verbal communication
• Passionate about understanding and learning new technology
• An enthusiastic personality and foster a positive work environment
• Strong technical, organizational, analytical and problem solving skills
• 3+ years relative experience in managing teams and Customer Success preferred
• Bachelor’s degree or higher
• Must excel with both written and verbal communication

Responsibilities

• Work with the Customer Success team to increase MRR and lower churn
• Responsible for tracking and completion of team projects and initiatives (ie: collection of customer data, customer base analytics) for all team members
• Maintain forecasting for revenue and churn. Report data regularly within department meetings
• Support team members on key customer meetings
• Be an escalation point of contact for both the CSM’s and customers
• Ensure high level of energy and morale within the team
• Work closely with the Director of Customer Success on operational needs, performance and drivers
• Conduct initial interviews for all Customer Success new hire candidates
• Maintain and drive KPI for all team members
• Assist with building and conducting training for Customer Success employees
• Conduct weekly team meetings
• Host recurring round-table discussions with team members to strategize on key accounts, issues, and best practices

Benefits

• Competitive pay
• Benefits
• Unlimited discretionary time off
• Tuition reimbursement