Customer Success Manager

Summary

Join Vonage API as a Customer Success Manager and play a crucial role in ensuring customer success with our communication APIs. You will build strong customer relationships, drive API adoption, and ensure customer satisfaction and retention. This role demands a proactive, customer-centric approach and a strong understanding of CPaaS solutions. Responsibilities include relationship management, success planning, product optimization, issue resolution, driving renewals and expansion, providing training, collecting customer feedback, and collaborating with internal teams. The ideal candidate possesses 3+ years of experience in a customer-facing role within a technology company, technical acumen, strong communication skills, and a data-driven approach. Vonage offers competitive salary, benefits, and career growth opportunities.

Requirements

• 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role within a SaaS, CPaaS, or technology-driven company
• Familiarity with APIs, cloud communications, and software integration processes
• A strong passion for customer success and the ability to foster meaningful relationships
• Excellent verbal and written communication skills with a strategic problem-solving approach
• Ability to work cross-functionally with product, sales, and support teams to drive customer success
• Comfortable analyzing customer usage data to identify trends and opportunities
• Ability to thrive in a fast-paced environment and proactively address customer needs

Responsibilities

• Build and maintain strong relationships with key stakeholders, acting as a trusted advisor and strategic partner
• Understand customer goals, develop success plans, and align API solutions to drive business value
• Monitor usage patterns, identify opportunities for expansion, and provide best practices to maximize API adoption
• Act as the voice of the customer within Vonage, collaborating with support, product, and engineering teams to address challenges and improve the customer experience
• Identify upsell and cross-sell opportunities to drive revenue growth and customer retention
• Provide ongoing education and resources to ensure customers are leveraging the full potential of Vonage API solutions
• Collect and relay customer feedback to internal teams to influence product improvements and roadmap priorities

Benefits

Competitive salary, benefits, and career growth opportunities