Technical Account Manager
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What you'll do
- Build and maintain multi-threaded relationships with stakeholders at all levels, from technical teams to senior leadership, acting as a strategic partner and trusted advisor.
- 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, and 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.
What they're looking for
- Fluency in English plus French, Spanish and/or German.
- 8+ years in Customer Success, Technical Account Management, or a similar strategic customer-facing role within a SaaS/CPaaS or technology company, with a track record of managing complex enterprise accounts.
- Hands-on familiarity with CPaaS products: messaging APIs (SMS, WhatsApp Business Platform, RCS), Voice/VoIP, Video, and Authentication/Verify; strong understanding of REST APIs, webhooks, and SDKs.
- Exceptional verbal and written communication skills, able to translate technical concepts for business audiences and vice versa.
- Proven ability to navigate complex, multi-stakeholder environments and drive alignment across competing priorities.
- Data-driven approach: proficient in analyzing customer health scores, usage data, and engagement metrics; comfortable with CRM/CS platforms such as Salesforce or Gainsight.
- Availability for regional travel (<5% of time) and flexibility to work outside regular business hours when needed (~10% of time).
Nice to have
- Prior experience with global CPaaS providers (e.g., Vonage, Twilio, Sinch, MessageBird) or enterprise-scale integrations/high-volume traffic platforms.
- Experience with conversational AI, chatbot platforms or omnichannel engagement strategies.
- Familiarity with VoIP, SIP or WebRTC protocols.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
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. Vonage API solutions empower organizations to build their custom omnichannel communications structure, reaching and engaging customers on their preferred schedule and channel, including voice, video, and messaging.
Why this role matters
We are looking for a seasoned, customer-obsessed Senior Customer Success Manager to own and grow a portfolio of strategic enterprise accounts across our communications API suite. You will serve as a trusted advisor deeply embedded in your customers' business and technical strategies, working with stakeholders from developer teams to C-suite executives to drive platform adoption, long-term value, and revenue growth.
Your key responsibilities
- Build and maintain multi-threaded relationships with stakeholders at all levels, from technical teams to senior leadership, acting as a strategic partner and trusted advisor.
- 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, and 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.
What you'll bring
Required:
- Fluency in English and German is a must.
- 8+ years in Customer Success, Technical Account Management, or a similar strategic customer-facing role within a SaaS/CPaaS or technology company, with a track record of managing complex enterprise accounts.
- Hands-on familiarity with CPaaS products: messaging APIs (SMS, WhatsApp Business Platform, RCS), Voice/VoIP, Video, and Authentication/Verify; strong understanding of REST APIs, webhooks, and SDKs.
- Exceptional verbal and written communication skills, able to translate technical concepts for business audiences and vice versa.
- Proven ability to navigate complex, multi-stakeholder environments and drive alignment across competing priorities.
- Data-driven approach: proficient in analyzing customer health scores, usage data, and engagement metrics; comfortable with CRM/CS platforms such as Salesforce or Gainsight.
- Availability for regional travel (<5% of time) and flexibility to work outside regular business hours when needed (~10% of time).
Experience we consider a plus:
- Prior experience with global CPaaS providers (e.g., Vonage, Twilio, Sinch, MessageBird) or enterprise-scale integrations/high-volume traffic platforms.
- Experience with conversational AI, chatbot platforms or omnichannel engagement strategies.
- Familiarity with VoIP, SIP or WebRTC protocols.
How you'll benefit
- Be part of a cutting-edge technology company driving digital transformation at a global scale.
- Work with a talented, passionate team dedicated to delivering exceptional customer outcomes.
- Competitive salary, benefits, and meaningful career growth opportunities.
- Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process.
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.
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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.
Company
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