Vonage

Overview

We are looking for a seasoned, customer-obsessed Senior Customer Success Manager / Technical Account Manager to own and grow a portfolio of strategic enterprise accounts across our communications API suite.

About Vonage

Vonage is a global cloud communications leader helping brands such as Airbnb, Viber, WhatsApp, and Snapchat accelerate their digital transformation through fully programmable communications APIs.

Requirements & Eligibility

• Fluency in English plus French, Spanish and/or German.
• 8+ years in Customer Success, Technical Account Management, or a similar strategic customer-facing role within a SaaS/CPaaS or technology company.
• Hands-on familiarity with CPaaS products: messaging APIs, Voice/VoIP, Video, and Authentication/Verify.
• Strong understanding of REST APIs, webhooks, and SDKs.
• Exceptional verbal and written communication skills.
• Proven ability to navigate complex, multi-stakeholder environments.
• Proficient in analyzing customer health scores, usage data, and engagement metrics using CRM/CS platforms such as Salesforce or Gainsight.

Key Responsibilities

• Build and maintain multi-threaded relationships with stakeholders at all levels, from technical teams to senior leadership.
• Lead the development of outcome-driven success plans aligned to each customer's business objectives.
• Drive adoption and ROI across Vonage's API portfolio and champion expansion opportunities.
• Act as the voice of the customer within Vonage, partnering with Support, Product, and Engineering to resolve complex challenges.
• Own the renewal process end-to-end, forecasting accurately and executing strategies to maximize retention.
• Design and deliver tailored enablement programs and serve as a mentor for junior CSMs.
• Synthesize customer feedback into actionable recommendations for Product and Engineering.