Senior Customer Success Manager - Enterprise API Solutions

Vonage; Madrid; Presencial; EUR 65.000 - 95.000; Jornada completa

Descripción de la vacante

Vonage is seeking a seasoned Senior Customer Success Manager to own and grow a portfolio of strategic enterprise accounts across the communications API suite. You will act as a trusted advisor embedded in customers' business and technical strategies, driving platform adoption and revenue growth.

Fluency in English and German is required; you will manage relationships from developer teams to C-suite, own renewals, and mentor junior CSMs as part of a fast-moving, global CPaaS environment.

Formación

• 8+ years in Customer Success, Technical Account Management, or a similar strategic role with enterprise accounts.
• Experience with CPaaS products and REST APIs.
• Ability to translate technical concepts for business audiences.
• Data-driven approach to customer health and retention.
• Strong communication, collaboration, and leadership skills.

Responsabilidades

• Build and maintain multi-threaded relationships with stakeholders at all levels, from technical teams to senior leadership.
• Lead the development of outcome-driven success plans aligned to each customer's business objectives; proactively identify and mitigate risks to customer health.
• Drive adoption and ROI across Vonage's API portfolio (SMS, WhatsApp, RCS, Voice, Video, Verify) and champion expansion opportunities.
• Act as the voice of the customer within Vonage, partnering with Support, Product, and Engineering to resolve complex challenges and lead escalation management.
• Own the renewal process end-to-end, forecasting accurately and executing strategies to maximize retention and net revenue retention (NRR); identify upsell and cross-sell opportunities in partnership with Sales.
• Design and deliver tailored enablement programs; serve as a mentor for junior CSMs.
• Synthesize customer feedback into actionable recommendations for Product and Engineering, and represent customer needs in roadmap discussions.

Conocimientos

Fluent English & German

Enterprise account management

CPaaS / SaaS domain knowledge

REST APIs & webhooks

Data-driven health scoring

Stakeholder management

CRM proficiency

Herramientas

CRM systems (Salesforce)

Descripción del empleo

Vonage is seeking a seasoned Senior Customer Success Manager to own and grow a portfolio of strategic enterprise accounts across the communications API suite. You will act as a trusted advisor embedded in customers' business and technical strategies, driving platform adoption and revenue growth.

Fluency in English and German is required; you will manage relationships from developer teams to C-suite, own renewals, and mentor junior CSMs as part of a fast-moving, global CPaaS environment.