Customer Success Program Manager | Digital Engagement - SMB

Role Overview

The Customer Success Program Manager - SMB will be responsible for retention and growth and satisfaction of Vonage’s SMB segment. The goal will be to increase the Net Revenue Retention (NRR) within this segment by launching targeted programs, initiatives and campaigns that have short and long term impacts to 3 key metrics: Churn, Downsell and Upsell. This role is meant to address revenue performance at scale with a high emphasis on digital engagement, process improvement and automation. 

Responsibilities

• Creating, documenting, launching and executing new initiatives and programs to customer base to improve Net Retention
• Decreasing churn at scale
• Increasing upsell growth
• Improving Net Promoter Score (NPS) through series of “wellness” and education based campaigns
• Improve the experience for customers resulting in improved financial performance. 
• Summarize and report out on results, lessons learned and KPI’s per program to Vonage’s C-Level
• Work collaboratively with Care, Finance, Professional Services and other departments to ensure uniform cohesion, responsibilities and accountability

Qualifications

• 5+ years of Customer Success Experience
• Extensive background on managing a large customer base (25,000+ customer) at scale
• Experience with tools leveraged to send mass communication, educate, inform, and market/campaign at scale  
• Recent experience with Salesforce
• Recent experience with digital customer engagement
• Preferred experience with Gainsight

In addition to providing exciting work, career advancement opportunities, and a collaborative work environment, Vonage provides competitive pay and benefits including unlimited discretionary time off and tuition reimbursement.

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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