Junior Customer Success Manager (API)

Vonage; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical Insurance

Group Life Insurance

Unlimited Discretionary Time Off

Three Paid Volunteer Days a Year

Job summary

the company API, a global cloud CPaaS leader, is hiring a Customer Success Manager to drive adoption of our communications APIs, build strong customer relationships, and ensure long-term satisfaction. You will partner with product, support and engineering to maximize value and guide customers through onboarding and enablement.

In this role, you will identify expansion opportunities, analyze usage data, and advocate for customers to influence the product roadmap.

Qualifications

• Fluent English and Japanese are required.
• Experience in Customer Success, Account Management, or similar.
• Technical acumen with APIs and cloud communications.
• Customer-centric mindset with strong relationship skills.
• Excellent communication and strategic problem-solving.
• Ability to collaborate across product, sales and support.
• Data-driven approach to analyze usage and drive value.
• Proactive and adaptable in a fast-paced environment.

Responsibilities

• Relationship management with key stakeholders as trusted advisor.
• Develop success plans aligning API solutions to goals.
• Monitor usage and identify opportunities to expand adoption.
• Collaborate with support, product, and engineering to address issues.
• Identify upsell and cross-sell opportunities for growth.
• Provide ongoing training and enablement for customers.
• Collect feedback to influence product roadmap.

Skills

Fluent English

Fluent Japanese

CSM/Account Mgmt experience

API familiarity

SaaS/CPaaS experience

Cross-functional collaboration

Data-driven decision making

Problem-solving skills

Job description

Join the company and help us innovate cloud communications for businesses worldwide!About the company APIthe company API is a global leader in Communications Platform as a Service (CPaaS), enabling businesses to seamlessly integrate messaging, voice, video, and authentication capabilities into their applications. Our mission is to power meaningful conversations and connections through innovative cloud communications solutions.

Why this role matters:

As a Customer Success Manager (CSM) at the company API, you will play a critical role in ensuring our customers achieve their business objectives through our API solutions. You will be responsible for driving adoption of our communication APIs, fostering strong customer relationships, and ensuring long-term customer satisfaction and retention. This role requires a proactive, customer-centric approach with a strong understanding of CPaaS solutions and how they deliver value to businesses.

Your key responsibilities:

• Relationship Management: Build and maintain strong relationships with key stakeholders, acting as a trusted advisor and strategic partner.
• Customer Advocacy & Success Planning: Understand customer goals, develop success plans, and align API solutions to drive business value.
• Product Adoption & Optimization: Monitor usage patterns, identify opportunities for expansion, and provide best practices to maximize API adoption.
• Proactive Engagement & Issue Resolution: Act as the voice of the customer within the company, collaborating with support, product, and engineering teams to address challenges and improve the customer experience.
• Renewals & Expansion: Identify upsell and cross-sell opportunities to drive revenue growth and customer retention.
• Training & Enablement: Provide ongoing education and resources to ensure customers are leveraging the full potential of the company API solutions.
• Feedback & Insights: Collect and relay customer feedback to internal teams to influence product improvements and roadmap priorities.

What you'll bring

• Fluent English and Japanese is a must
• Experience: any experience in Customer Success, Account Management, or a similar customer-facing role within a SaaS, CPaaS, or technology-driven company is an advantage
• Technical Acumen: Familiarity with APIs, cloud communications, and software integration processes.
• Customer-Centric Mindset: A strong passion for customer success and the ability to foster meaningful relationships.
• Communication & Problem-Solving: Excellent verbal and written communication skills with a strategic problem-solving approach.
• Collaboration: Ability to work cross-functionally with product, sales, and support teams to drive customer success.
• Data-Driven Approach: Comfortable analyzing customer usage data to identify trends and opportunities.
• Adaptability & Proactiveness: Ability to thrive in a fast-paced environment and proactively address customer needs.

Why Join the company 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.

How you'll benefit:

• Medical Insurance
• Group Life Insurance
• Unlimited Discretionary Time Off
• Three Paid Volunteer Days a Year

Join us in shaping the future of cloud communications!

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 the company, we'd love to hear from you.

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Who we are:

the company 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.