Customer Success Manager

Vonage; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading cloud communications company in London is seeking a Customer Success Team Leader to guide their team of Customer Success Managers. This role is crucial for ensuring customer satisfaction and growth through effective use of communication APIs. The ideal candidate should have significant experience in customer success and team leadership, along with a strong technical understanding of API solutions.

Benefits

Competitive salary

Benefits

Career growth opportunities

Qualifications

• 4+ years of experience in Customer Success or related roles in a communications API business.
• 1-2 years of experience leading or mentoring a team.
• Strong understanding of customer integrations for APIs.

Responsibilities

• Manage and develop a team of Customer Success Managers.
• Oversee adoption, renewal, and expansion strategies.
• Collaborate with Sales, Product, and Support teams.

Skills

Team Leadership

Customer Success Execution

Cross-Functional Collaboration

Technical Aptitude

Customer Retention

Communication Skills

Tools

Gainsight

Salesforce

ChurnZero

Job description

Join Vonage and help us innovate cloud communications for businesses worldwide!

Vonage Communications APIs:

As an emerging leader in the $10B+ communications API market, we empower global brands to connect better with their customers, employees, and partners through transformative communications experiences. For example, Vonage API solutions empower organizations to build their custom omnichannel communications structure. This allows them to reach and engage customers on their preferred schedule and channel — including voice, video, and messaging. Think of a rideshare service instantly connecting with customers, hospital staff conducting remote monitoring, customers verifying their identity before completing a purchase, AI virtual agents servicing customers around the clock, and much more.

Why this role matters:

We are looking for an experienced and motivatedCustomer Success Team Leader to oversee and support our team of Customer Success Managers. In this role, you will guide a team of CSMs to ensure customer satisfaction, adoption, retention, and growth. You’ll lead by example, coach your team to deliver exceptional outcomes, and collaborate cross-functionally to ensure a seamless customer experience.

A strong background in communications APIs (CPaaS) is essential, as you'll be supporting customers building mission-critical communication flows using APIs for voice, messaging, video, and verification.

Your key responsibilities:

Team Leadership & Coaching

Manage, mentor, and develop a team of Customer Success Managers.

Drive performance through regular 1:1s, coaching sessions, and career development plans.

Foster a customer-centric and high-performance culture across the team.

Customer Success Execution

Oversee team execution of adoption, renewal, and expansion strategies.

Support customers using programmable communications APIs—helping them optimize usage, troubleshoot blockers, and plan scalable solutions.

Manage complex escalations and act as an executive sponsor when needed.

Operational Excellence

Monitor team KPIs (e.g. NPS, churn, retention, usage patterns, support tickets).

Ensure the team adheres to playbooks for API adoption milestones, and proactive success planning.

Partner with CS Ops and Product teams to enhance workflows and tooling.

Cross-Functional Collaboration

Collaborate closely with Sales, Product, Solutions Engineering, and Support to drive customer outcomes.

Advocate for customer needs and share API usage insights to influence roadmap priorities and feature improvements.

What you'll bring:

• 4+ years of experience in Customer Success, Technical Account Management, or Solutions roles, ideally in a communications API (CPaaS) or cloud platform business.

1–2 years of experience leading or mentoring a team.

Deep understanding of how customers integrate and scale APIs for voice, messaging, video, or verification.

Strong technical aptitude and ability to translate customer use cases into best practices.

Experience driving customer growth, retention, and product adoption.

Excellent communication, leadership, and stakeholder management skills.

Familiarity with customer success tools such as Gainsight, Salesforce, or ChurnZero.

Experience working with programmable communication APIs (e.g. Twilio, Vonage, Sinch, MessageBird).

Understanding of API usage metrics, platform reliability concerns, and developer workflows.

Exposure to sales qualification methodologies (e.g. MEDDIC) and experience leading QBRs.

Why Join Vonage API?

• Be part of a cutting-edge technology company driving digital transformation.

Work with a talented and passionate team dedicated to customer success

Opportunity to make a significant impact on customer experiences and business growth.

Competitive salary, benefits, and career growth opportunities.

Join us in shaping the future of cloud communications! Apply today to become a Customer Success Manager at Vonage API.

LI-JM1

There’s no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you.

Who we are:

Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.

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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