Senior Director, Regional Customer Success (AMER)
New
V
VonageCloud Communications
Work from Home - USFull-TimeDirector
Salary$191,000 — $250,000 USD (Commission Compensation structure based on 70/30 split)
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Job Details
- Required Skills
- Data AnalysisPeople ManagementAccount ManagementCustomer SuccessGenerative AI
Requirements
- Extensive experience in Customer Success, Account Management, or Sales leadership within a B2B SaaS environment.
- Direct experience managing people leaders (managing managers) at scale.
- Proven customer-first philosophy with a track record of designing successful growth-oriented strategies.
- Demonstrated ability to influence internal product and executive teams using VoC data.
- Proven AI literacy with a passion for embedding generative AI and automated workflows into 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 prioritized action plans.
Responsibilities
- Ensure the team effectively quantifies and communicates platform ROI to transform customer interactions into frictionless partnerships.
- Establish proactive, customer-centric risk-identification frameworks and playbooks to mitigate churn.
- Drive commercial expansion through cross-sell and up-sell opportunities aligned with customer goals.
- Manage and inspire a diverse regional team, including Senior CSMs, Team Leads, and Technical Solution Managers.
- Translate regional customer insights and market trends into actionable feedback for Product, Engineering, and Marketing leadership.
- Champion an AI-first culture by integrating AI-driven tooling for sentiment analysis, call summaries, and operational efficiency.
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