Senior Director, Regional Customer Success (AMER)

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

As the Regional Customer Success Senior Director for AMER, you will be a visionary, deeply customer-centric leader responsible for driving retention, lifetime value, and net revenue&margin retention across our AMER customers. This high-impact executive role owns the post-sale journey for all Mid-Market, Enterprise and Strategic accounts within the AMER region.

Beyond managing revenue and margin, you will serve as the primary champion for our clients, bringing the Voice of the Customer (VoC) directly to the heart of our organization. By translating regional customer insights into actionable feedback, you will play a pivotal role in shaping our global business, product, and go-to-market strategies. You will lead, inspire, and scale a multi-disciplinary regional organization of 15–25 professionals.

Your key responsibilities

1. Retention & Revenue Growth (Cross-Sell / Up-Sell)

• Value Realization: Ensure the team effectively quantifies and communicates the ROI of our platform, transforming commoditised use of our products and reactive customer interactions, into frictionless partnerships.
• Churn Mitigation: Establish proactive, customer-centric risk-identification frameworks and playbook methodologies to flag and rescue at-risk accounts early.
• Value-Driven Commercial Expansion: Drive a robust commercial motion focused on identifying up-sell and cross-sell opportunities that genuinely align with the customer’s evolving business goals.

2. Team Leadership & People Development

Directly manage a diverse, matrixed regional team and foster a culture of empathy, high performance, and accountability:

• Direct Reports (Senior CSMs): Manage a high-performing team of 6–10 Senior Customer Success Managers handling your most complex, high-touch strategic accounts.
• Scale CS Team (Via Team Lead): Oversee a Team Lead managing 5–6 Junior CSMs, ensuring customer-centric, digital-touch methodologies deliver high satisfaction even at scale.
• Technical Solutions Team (Via Team Lead): 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.

3. Strategic Leadership & Voice of the Customer (VoC)

• Customer-Centric Advocacy: Act as the ultimate advocate for AMER enterprises, ensuring a customer-first mindset permeates every layer of the regional organization.
• Cross-Functional Strategy Shaping: 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.

4. AI Innovation & Culture Transformation

• AI-Amplified Culture: 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.
• Intelligent Efficiency: Partner with CS Operations to implement AI-driven tooling for automated call summaries, predictive sentiment analysis, and automated proactive outreach playbooks.
• Augmented Insights: Train and guide the management layer to leverage AI diagnostics for faster root-cause analysis of customer health and churn risks.

What you'll bring

Required:

• 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 we consider a plus:

• Experience leading both high-touch strategic and scaled digital-touch CS motions within the same regional organization
• Background in communications, CPaaS, or adjacent SaaS sectors
• Familiarity with technical implementation or solutions consulting teams, and ability to align technical health with broader customer business objectives
• Experience partnering with Revenue Operations or CS Operations to build and iterate on tooling and playbook infrastructure

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