Customer Success Manager

Summary

Join Vonage as a Customer Success Manager II and drive the ongoing satisfaction, adoption, enablement, and outcomes realization for our top customers. You will champion cross-functional coordination for sustained customer success and growth, focusing on retention, advocacy, adoption, continuous improvement, and growth within a defined customer portfolio. Key responsibilities include maintaining accounts with low churn and high adoption, collaborating cross-functionally to optimize the customer journey, and managing customer interactions to build trust and credibility. You will also support marketing programs, collaborate to expand the Customer Success team's reach, and execute growth strategies. This role requires strong problem-solving skills, excellent communication, business acumen, and experience in a B2B environment.

Requirements

• Familiarity with customer success organizations
• Strong orientation toward problem solving with a systematic and managed approach
• Extensive interaction with sales, engineering, product development, and other members of cross-functional teams
• Urgency in execution and tendency toward speed with ability to adapt and change
• Strong empathy for customers
• Excellent verbal/written communication and organizational skills
• Strong business acumen including experience working in a B2B environment
• Proven ability to influence through persuasion, negotiation, and consensus building
• Exercise independent judgment in methods, techniques, and evaluation criteria for obtaining results
• Strong executive presence / relationship building
• Technical aptitude with an ability to understand SaaS and software business models

Responsibilities

• Maintain a portfolio of accounts with low churn, high adoption, and high health scores
• Collaborate cross-functionally to shepherd customers through an optimal customer journey that engenders strong satisfaction, supports high-levels of product utilization, and enables true business value attainment
• Maintain an effective account governance process in collaboration with customers key stakeholders as well as the internal account team
• Manage customer interactions in a manner that establishes credibility and trust as a business advisor to a specified portfolio of accounts
• Support the marketing programs that develop customer specific case studies and references
• Collaborate cross-functionally to extend the reach and capability of the Customer Success team
• Cross Sell/Upsell other Vonage products and services
• Execute on growth strategies and drive demand for incremental solutions

Preferred Qualifications

• Bachelor's Degree
• 2+ years of Customer Success or Account Management experience
• Experience driving usage and adoption of software services
• Experience with Unified Communications, Contact Center, and Communications APIs preferred
• SaaS experience required
• Customer Success certification(s) is a bonus
• Knowledge of Salesforce CRM is a bonus