[Remote] Customer Success Manager ll (Contact Center) at Vonage

The Customer Success Manager ll will manage a portfolio of clients, focusing on retention, adoption, and engagement to ensure their success with the product. They will develop strong client relationships by acting as a trusted advisor, leveraging product expertise, and providing guidance on best practices. This role involves cultivating relationships with key stakeholders, understanding business objectives, and aligning the product offering to meet customer needs. Responsibilities include proactively handling customer-related projects, educating customers on product updates, and collaborating with customers to build success plans. The CSM will conduct regular progress reviews, document customer information for internal teams, and drive product adoption for future growth. They will act as a liaison for customer queries, collaborate cross-functionally to resolve issues and enhance satisfaction, and manage customer escalations. Additionally, the CSM will gather feedback, advocate for the customer internally, share best practices within the CS team, and participate in client engagement activities like webinars.