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For Companies At a Glance
- Tasks: Lead and mentor a team of Customer Success Managers to enhance customer satisfaction.
- Company: Join Vonage, a leader in cloud communications, transforming how businesses connect globally.
- Benefits: Enjoy competitive salary, career growth opportunities, and a dynamic work environment.
- Why this job: Make a real impact on customer experiences while working with cutting-edge technology.
- Qualifications: 4+ years in Customer Success or related roles; leadership experience preferred.
- Other info: Diverse backgrounds welcome; passion for innovation is key!
The predicted salary is between 36000 - 60000 £ per year.
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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Customer Success Team Leader employer: Vonage
Contact Detail:
Vonage Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Team Leader
✨Tip Number 1
Familiarise yourself with the latest trends in communications APIs and CPaaS. Understanding how these technologies work will not only help you in interviews but also demonstrate your genuine interest in the role and the company.
✨Tip Number 2
Network with current or former employees of Vonage, especially those in customer success roles. They can provide valuable insights into the company culture and expectations, which can be a game-changer during your interview.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven customer success in previous roles. Highlight your experience with API integration and how you've helped customers optimise their usage, as this aligns closely with the responsibilities of the position.
✨Tip Number 4
Showcase your leadership skills by discussing any mentoring or coaching experiences you've had. This is crucial for the Customer Success Team Leader role, so be ready to explain how you've developed teams and driven performance in the past.
We think you need these skills to ace Customer Success Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in Customer Success, particularly in communications APIs. Use specific examples that demonstrate your leadership skills and technical aptitude.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer success and how your background aligns with Vonage's mission. Mention any experience you have with programmable communication APIs and how it can benefit the team.
Showcase Your Achievements: Quantify your achievements in previous roles, such as improvements in customer retention rates or successful project completions. This will help illustrate your impact and effectiveness as a leader.
Prepare for Technical Questions: Be ready to discuss your understanding of API integration and usage metrics during the interview process. Familiarise yourself with common challenges customers face and how you would address them.
How to prepare for a job interview at Vonage
✨Showcase Your Leadership Skills
As a Customer Success Team Leader, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've successfully managed and mentored teams in the past, focusing on specific outcomes and improvements you achieved.
✨Understand the API Landscape
Familiarise yourself with the communications API market, especially the products offered by Vonage and its competitors. Be ready to discuss how these APIs can enhance customer experiences and provide specific examples of how you've used them in previous roles.
✨Prepare for Technical Questions
Given the technical nature of the role, expect questions about API integration and usage metrics. Brush up on your knowledge of programmable communication APIs and be prepared to explain complex concepts in simple terms.
✨Demonstrate Customer-Centric Thinking
Vonage values a customer-centric approach. Prepare to discuss how you've prioritised customer needs in your previous roles, including strategies you've implemented to drive customer satisfaction, retention, and growth.
