About the role
The Customer Success Manager II 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.
KEY RESPONSIBILITIES
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
