Senior Sales Operations Lead, Vonage
Cloud-based communications APIs
Open for applications
Cloud-based communications APIs
1001+ employees
Open for applications
1001+ employees
Company mission
To make communications more flexible, intelligent, and personal to help enterprises stay ahead.
Role
Who you are
- If you enjoy building processes, surfacing insights, and enabling teams to operate at their best—this is the role for you
- 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
- 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
What the job involves
- 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
- 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
- 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
- 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
- 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.
Our take
According to Vonage, technology should make business communication easier, but it currently makes it more complicated due to the various communication platforms that users need to spend time learning how to use. Moreover, users often realise that the platform is not the right choice for them after wasting a lot of time understanding how to navigate it. Vonage aims to change this by providing enterprises with a flexible cloud communications platform that simplifies business communication.
Vonage offers a unified communications solution that is easy to understand and use every day. The platform integrates communication via voice, messaging, video, and data and gives clients the flexibility to choose from a wide range of tools and integrations or to create new ones using Vonage's APIs.
Following its acquisition by Ericsson - a multinational networking and telecommunications company - Vonage has been focused on expanding its presence in wireless enterprises and broadening its global offerings. Vonage won the 2022 FinTech Award for Outstanding Cloud Communications Solutions in recognition of its growth and continued dedication to the development of new technologies.
Steph
Company Specialist at Welcome to the Jungle
Insights
-2% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Aug 2005
$200m
SERIES E
Aug 2004
$105m
SERIES D
Total funding: $372m
Company benefits
- Unlimited paid annual leave
- Flexible working hours
- Medical cover
- Health Savings Account
- Dental and Vision Cover
- Income Protection
- Maternity/Paternity Leave
- Retirement Plan
- Telehealth
- Tuition Reimbursement
- Legal plan
- Career progression
- Training
- Industry conferences
Company HQ
Holmdel, NJ
Leadership
Rory Read
(CEO, not founder)Member of the Ericsson Leadership Team and Board Member at Booz Allen Hamilton. Previously worked for Dell in a variety of roles, including Chief Operating Executive.
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