Customer Success Manager (CSM)

Position Overview

Vonage is seeking a motivated and customer-centric Customer Success Manager (CSM) to join our team. The CSM will be instrumental in revolutionizing customer service by empowering clients to achieve their business goals. You will serve as a strategic advisor and trusted partner, guiding customers to maximize the potential of Vonage's cloud communications products, anticipating their needs, and fostering growth.

Why This Role Matters

At Vonage, Customer Success is about building lasting relationships, driving customer satisfaction, and fueling business growth. As a CSM, you will own a portfolio of clients, guiding them post-implementation, understanding their unique business goals, and providing expertise to help them succeed. Success in this role is measured by high customer engagement, increased product adoption and ROI, and the cultivation of customer advocates. You will collaborate with the Account Management team to drive adoption, nurture new opportunities, and secure renewals and upsells.

Responsibilities

• Client Portfolio Management: Manage a portfolio of clients, taking ownership of customer retention, adoption, and engagement.
• Relationship Building: Develop strong client relationships as a trusted advisor, leveraging product expertise and providing guidance to maximize product use and adopt best practices.
• Stakeholder Engagement: Cultivate relationships with key stakeholders at operational and strategic levels, understanding business objectives and aligning Vonage's application offering.
• Project Management: Proactively handle customer-related projects, initiatives, and tasks to ensure customer satisfaction and deliver value.
• Customer Education: Educate customers on product features, upcoming roadmap items, and new releases.
• Success Planning: Collaborate with customers to build Success Plans, aligning their objectives with Vonage's product offering.
• Progress Reviews: Conduct regular progress reviews, including Annual Reviews, QBRs, Monthly Service Reviews, and Business Process Reviews.
• Knowledge Sharing: Ensure customer business objectives and technical setups are documented and shared with internal teams.
• Adoption & Growth: Drive product adoption to create an environment for future growth and expansion.
• Query Resolution: Act as the primary point of contact for customer queries, working with internal departments for timely resolution.
• Cross-Functional Collaboration: Collaborate with Sales, Product, and Technical Teams to deliver client outcomes and enhance customer satisfaction.
• Escalation Management: Manage customer escalations, working with Product, Support, and Technical teams for prompt issue resolution.
• Feedback Advocacy: Gather feedback through NPS and CSAT surveys, advocating internally for the Voice of the Customer.
• Team Collaboration: Collaborate with the CS Team, sharing best practices, supporting team members, and participating in or leading CS-led projects.
• Client Engagement: Participate in or lead client engagement activities, such as webinars and lunch & learns.
• Community Engagement: Actively engage in the CS Community, promoting customer events and webinars, and staying connected with industry trends.

Requirements

• Specific requirements are not detailed in the provided text.

Application Instructions

• Specific application instructions are not detailed in the provided text.

Company Information

Vonage is a global leader in cloud communications, empowering businesses worldwide to innovate their customer experiences.