Senior Director, Regional Customer Success

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $191k - $250k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Vonage

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2001

📡 Telecommunications

☁️ SaaS

🤖 Artificial Intelligence

💰 $225M Post-IPO Debt on 2014-08

Telecommunications • SaaS • Artificial Intelligence

Vonage is a global leader in communications services, offering a robust suite of tools including Communications APIs, Unified Communications, and Contact Centers solutions. The company empowers businesses to reach and engage customers across various channels such as messaging, voice, and video, facilitating superior customer experiences. Vonage integrates advanced technologies like AI and automation to enhance operational efficiency and customer satisfaction, supporting industries ranging from healthcare to retail with tailored communications solutions. As a testament to its capabilities, Vonage is consistently recognized as a leader in Communications Platform as a Service (CPaaS).

📋 Description

• Ensure the team effectively quantifies and communicates the ROI of our platform, transforming commoditized use of our products and reactive customer interactions, into frictionless partnerships. • Establish proactive, customer-centric risk-identification frameworks and playbook methodologies to flag and rescue at-risk accounts early. • Drive a robust commercial motion focused on identifying up-sell and cross-sell opportunities that genuinely align with the customer’s evolving business goals. • Directly manage a diverse, matrixed regional team and foster a culture of empathy, high performance, and accountability. • Manage a high-performing team of 6–10 Senior Customer Success Managers handling your most complex, high-touch strategic accounts. • Oversee a Team Lead managing 5–6 Junior CSMs, ensuring customer-centric, digital-touch methodologies deliver high satisfaction even at scale. • Oversee a Team Lead managing 5–6 Technical Solution Managers (TSMs), ensuring seamless implementation and aligning technical health with the customer's broader business objectives. • Act as the ultimate advocate for AMER enterprises, ensuring a customer-first mindset permeates every layer of the regional organization. • Systematize the collection of regional customer insights, pain points, and market trends. Actively bring this Voice of the Customer to Executive leadership, Product, Engineering, and Marketing to directly influence the global product roadmap and corporate strategy. • Champion and drive the adoption of an AI-first mindset within the CS organization. Encourage continuous experimentation with AI tools to optimize productivity and eliminate administrative overhead. • Partner with CS Operations to implement AI-driven tooling for automated call summaries, predictive sentiment analysis, and automated proactive outreach playbooks. • Train and guide the management layer to leverage AI diagnostics for faster root-cause analysis of customer health and churn risks.

🎯 Requirements

• Extensive experience in Customer Success, Account Management, or Sales leadership within a B2B SaaS environment • Direct experience managing people leaders (managing managers) at scale • A proven customer-first philosophy - with a track record of designing strategies where customer success is treated as the primary growth engine • Demonstrated ability to influence internal product and executive teams by leveraging VoC data to drive meaningful organizational change • Proven AI literacy and a demonstrable passion for embedding generative AI and automated workflows into everyday business operations • Deep understanding of the cultural and business nuances across the AMER region • Strong analytical mindset with the ability to interpret customer health data and translate insights into clear, prioritized action plans • Experience leading both high-touch strategic and scaled digital-touch CS motions within the same regional organization (considered a plus) • Background in communications, CPaaS, or adjacent SaaS sectors (considered a plus) • Familiarity with technical implementation or solutions consulting teams, and ability to align technical health with broader customer business objectives (considered a plus) • Experience partnering with Revenue Operations or CS Operations to build and iterate on tooling and playbook infrastructure (considered a plus)

🏖️ Benefits

• Company Bonus or Commission Structure (depending on the role) • Medical, Dental, and Vision Coverage Options • 401(k) Savings Plan • Company-Paid Basic Life and AD&D Insurance • Short-Term Disability (STD) • Long-Term Disability (LTD) • Maternity/Parental Leave • Flexible Spending Accounts (FSA) • Health Savings Account (HSA) • Employee Support Program (EAP) • Voluntary Supplemental Insurance • Lifestyle Benefits • Volunteer Time Off (VTO) • Tuition Reimbursement - available for select positions; full details will be shared during the interview process