Senior Sales Operations Consultant

Summary

Join Vonage's Customer Success team as a Senior Customer Success Operations Consultant and drive operational excellence, scalability, and impact. Partner with leadership to define and execute strategic initiatives, optimize processes and workflows, and align with cross-functional teams. Analyze customer data, build reporting frameworks, and deliver insights to senior leadership. Collaborate with Sales Operations to ensure seamless integration and support planning and execution around territory alignment and forecasting. Build onboarding programs and training materials for CSMs and foster a culture of continuous improvement. This role can be based in Holmdel, NJ or remote in the USA with some travel.

Requirements

• Bachelor's degree in Business, Finance, Analytics, or a related field; MBA or advanced degree is a plus
• 5+ years of experience in Customer Success Operations, Sales Operations, Revenue Operations, or related roles—preferably in a high-growth SaaS or technology environment
• Strong analytical and quantitative skills with demonstrated experience in data visualization, reporting, and business intelligence
• Proven track record of driving cross-functional collaboration and influencing stakeholders across all levels
• Excellent communication and presentation skills—able to translate complex data into clear insights and strategies
• Experience working in a fast-paced, agile, and evolving environment with a focus on execution and impact

Responsibilities

• Partner with Customer Success leadership to define and execute strategic initiatives that improve team efficiency and customer impact
• Design and continuously optimize scalable processes, tools, and workflows to support the growth of the Customer Success organization
• Align with cross-functional teams—including Sales, Marketing, Product, and Finance—to drive operational consistency and ensure shared goals are met
• Develop communications and training to support organizational transitions and new processes
• Help map customer journeys and identify key touchpoints for proactive engagement
• Serve as the “Champion of Customer Data”, building robust reporting frameworks to track key performance indicators (KPIs), such as adoption, renewal, and churn
• Analyze customer trends to identify risks and opportunities for upsell, cross-sell, and retention strategies
• Deliver regular insights and dashboards to senior leadership, providing clear, actionable recommendations that influence strategic decisions
• Establish processes to capture, analyze, and act on customer feedback (via NPS, CSAT, surveys, and direct input)
• Collaborate with Product and CX teams to close the loop on feedback and improve the customer journey
• Work closely with Sales Operations to ensure seamless integration between Sales and Customer Success systems, processes, and performance metrics
• Build frameworks and reporting for Customer Success Managers to forecast renewals and expansion opportunities
• Partner with RevOps/Finance to improve predictability of CS-led revenue
• Support planning and execution around territory alignment, forecasting, and performance measurement for Customer Success Managers (CSMs)
• Collaborate with Sales Enablement to develop resources and programs that enhance the commercial acumen of the Customer Success team
• Partner with Enablement and Customer Success leadership to build onboarding programs, training materials, and ongoing development paths for CSMs
• Drive adoption and effective use of customer success tools and platforms (e.g., Salesforce, Gainsight, or Customer 360)
• Foster a culture of continuous improvement by enabling best practices and providing the operational backbone for customer engagement strategies

Preferred Qualifications

Proficiency in CRM and success tools such as Salesforce; experience with tools like Gainsight, Customer 360, or Looker is a strong plus

Benefits

Competitive pay and benefits including unlimited discretionary time off and tuition reimbursement