Customer Success Manager (UCaaS and CCaaS)

San Francisco, CA

OVERVIEW

The Customer Success Manager is responsible for driving the ongoing satisfaction, adoption,  enablement, and outcomes realization for Vonage’s top customers. They will act as an internal champion to coordinate the cross-functional motions required for sustained customer success and growth. Key focus areas will include retention, advocacy, adoption, continuous improvement, and growth for a defined portfolio of customers.

KEY 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

REQUIRED SKILLS 

  • Must be able to work East Coast hours
  • 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

REQUIRED EXPERIENCE 

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

WHAT’S IN IT FOR YOU

In addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits including unlimited discretionary time off and tuition reimbursement. 

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the

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