Customer Success Manager l

The Customer Success Manager I 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.

• 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.

• 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.

Experience we consider a plus:

• Bachelor's Degree.
• 2+ years of Customer Success or Account Management experience preferred.
• 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.
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