Senior Customer Success Operations Lead

We are committed to driving operational excellence, optimizing processes, and providing strategic support to enhance the efficiency and effectiveness of our pipe, sales and success teams.

We execute on this goal by integrating innovative technologies, data-driven insights and empowering our sales force for unparalleled success, whilst collaborating seamlessly across cross-functional groups within Vonage.

It is critical to our success, to foster a culture of continuous learning and development. Through targeted training programs, coaching initiatives, and the implementation of cutting-edge sales methodologies and technologies, we strive to elevate the skills and capabilities of our sales teams.

Your key responsibilities:

We’re looking for a strategic, analytical, and collaborative Senior Customer Success Operations Consultant to help drive the effectiveness, scalability, and impact of our Customer Success organization. In this role, you'll serve as a key partner to Customer Success leadership, championing operational excellence, cross-functional alignment, and data-driven decision-making. Your work will directly influence how we deliver value to customers, improve retention, and drive growth.

If you enjoy building processes, surfacing insights, and enabling teams to operate at their best—this is the role for you.

This position can be based out of Holmdel (New Jersey) or remote USA with some travel.

Operational Strategy and Execution:

• Partner with Customer Success leadership to define and execute strategic initiatives that improve team efficiency and customer impact.

• Design and continuously optimize scalable processes, tools, and workflows to support the growth of the Customer Success organization.

• Align with cross-functional teams—including Sales, Marketing, Product, and Finance—to drive operational consistency and ensure shared goals are met.

• Develop communications and training to support organizational transitions and new processes.

• Help map customer journeys and identify key touchpoints for proactive engagement.

Data Analysis and Reporting:

• Serve as the “Champion of Customer Data”, building robust reporting frameworks to track key performance indicators (KPIs), such as adoption, renewal, and churn.

• Analyze customer trends to identify risks and opportunities for upsell, cross-sell, and retention strategies.

• Deliver regular insights and dashboards to senior leadership, providing clear, actionable recommendations that influence strategic decisions.

• Establish processes to capture, analyze, and act on customer feedback (via NPS, CSAT, surveys, and direct input).

• Collaborate with Product and CX teams to close the loop on feedback and improve the customer journey.

Sales Operations Support:

• Work closely with Sales Operations to ensure seamless integration between Sales and Customer Success systems, processes, and performance metrics.

• Build frameworks and reporting for Customer Success Managers to forecast renewals and expansion opportunities.

• Partner with RevOps/Finance to improve predictability of CS-led revenue.

• Support planning and execution around territory alignment, forecasting, and performance measurement for Customer Success Managers (CSMs).

• Collaborate with Sales Enablement to develop resources and programs that enhance the commercial acumen of the Customer Success team.

Customer Success Enablement:

• Partner with Enablement and Customer Success leadership to build onboarding programs, training materials, and ongoing development paths for CSMs.

• Drive adoption and effective use of customer success tools and platforms (e.g., Salesforce, Gainsight, or Customer 360).

• Foster a culture of continuous improvement by enabling best practices and providing the operational backbone for customer engagement strategies..

What you'll bring:

• Bachelor's degree in Business, Finance, Analytics, or a related field; MBA or advanced degree is a plus.

• 5+ years of experience in Customer Success Operations, Sales Operations, Revenue Operations, or related roles—preferably in a high-growth SaaS or technology environment.

• Strong analytical and quantitative skills with demonstrated experience in data visualization, reporting, and business intelligence.

• Proven track record of driving cross-functional collaboration and influencing stakeholders across all levels.

• Excellent communication and presentation skills—able to translate complex data into clear insights and strategies.

• Proficiency in CRM and success tools such as Salesforce; experience with tools like Gainsight, Customer 360, or Looker is a strong plus.

• Experience working in a fast-paced, agile, and evolving environment with a focus on execution and impact.

How you’ll benefit:

• 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

If you are a highly analytical and data-driven professional with a passion for customer success operations in a SaaS environment and are eager to work closely with the VP of Customer Success, we would love to hear from you. Join our team at Vonage and play a pivotal role in ensuring our customers achieve success with our products. #LI

Disclaimer: The posted range represents the good faith salary for this role at the time of posting. Final compensation is determined by factors including (but not limited to) geographic location, relevant experience, specific skill sets, and internal equity.

#LI-MR1

US Pay Transparency

$115,000—$140,000 USD

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.

To learn how we process your personal data during the recruitment process, please refer to our Privacy Notice .

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.