Senior Customer Success Manager

Responsibilities

• Build and maintain multi-threaded relationships with stakeholders from technical teams to C-suite executives.
• Lead the development of outcome-driven success plans aligned to customer business objectives.
• Drive adoption and ROI across Vonage's API portfolio, including SMS, WhatsApp, RCS, Voice, and Video.
• Own the end-to-end renewal process, forecasting accurately to maximize retention and net revenue retention (NRR).
• Act as the voice of the customer by partnering with Support, Product, and Engineering to resolve complex challenges.
• Identify upsell and cross-sell opportunities in partnership with the Sales team.
• Design tailored enablement programs and serve as a mentor for junior Customer Success Managers.

Requirements

• Fluency in English plus French, Spanish and/or German.
• 8+ years in Customer Success, Technical Account Management, or a similar strategic role within SaaS or CPaaS.
• Hands-on familiarity with CPaaS products and messaging APIs (SMS, WhatsApp, RCS, Voice, Video).
• Strong technical understanding of REST APIs, webhooks, and SDKs.
• Proficiency in using CRM or Customer Success platforms such as Salesforce or Gainsight.
• Ability to translate complex technical concepts for business audiences.
• Willingness to travel regionally (<5%) and flexibility to work outside regular hours when needed (~10%).

Preferred Qualifications

• Prior experience with global CPaaS providers such as Twilio, Sinch, or MessageBird.
• Experience with conversational AI, chatbot platforms, or omnichannel engagement strategies.
• Familiarity with VoIP, SIP, or WebRTC protocols.

Benefits

• Opportunity to work with a cutting-edge technology company driving global digital transformation.
• Collaborative environment with a talented, passionate team.
• Competitive salary and meaningful career growth opportunities.

About the Company

Vonage is a global cloud communications leader. We empower brands like Airbnb, Viber, and Snapchat to accelerate their digital transformation through programmable communications, contact center solutions, and robust communications APIs.