Manager, Customer Success

Vonage Sales Mission

We strive to innovate and enhance our customers' ability to communicate within today's digital, cloud and real-time business environment. Our sales team is composed of highly-motivated, energetic and customer-focused Team Members that expand existing accounts/channels and find new clients for company products and services.

Why this role matters

The Manager of Customer Success is responsible for ensuring valued growth and development within the Customer Success team.  He or she will be given immediate insight to the executive team on performance, activity, team morale and needs of the team. The Manager of Customer Success will be a critical component of the Customer Success team’s objective to charter product adoption, customer satisfaction and growth/retention of the embedded customer base.

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What you'll do

• Work with the Customer Success team to increase MRR and lower churn
• Responsible for tracking and completion of team projects and initiatives (ie: collection of customer data, customer base analytics) for all team members
• Maintain forecasting for revenue and churn. Report data regularly within department meetings
• Support team members on key customer meetings
• Be an escalation point of contact for both the CSM’s and customers
• Ensure high level of energy and morale within the team
• Work closely with the Director of Customer Success on operational needs, performance and drivers
• Conduct initial interviews for all Customer Success new hire candidates
• Maintain and drive KPI for all team members
• Assist with building and conducting training for Customer Success employees
• Conduct weekly team meetings
• Host recurring round-table discussions with team members to strategize on key accounts, issues, and best practices

What you'll bring

• Measurable experience in managing and growing profitable and satisfied accounts or equivalently relevant customer facing experience
• Ability to drive multi-million dollar sales cycles
• Must excel with both written and verbal communication
• Passionate about understanding and learning new technology
• An enthusiastic personality and foster a positive work environment.
• Strong technical, organizational, analytical and problem solving skills.

What's required for application

• 3+ years relative experience in managing teams and Customer Success preferred
• Bachelor’s degree or higher
• Must excel with both written and verbal communication

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 same role based on business conditions, departmental need or geographic location.

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