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Vonage · 1 week ago

Senior Sales Operations Lead

United States

Full-time

Remote

Senior Level

5+ years exp

Vonage is a global cloud communications leader, and they are seeking a Senior Sales Operations Lead to enhance the effectiveness and efficiency of their Customer Success organization. This role involves partnering with leadership to drive operational excellence, optimizing processes, and utilizing data-driven insights to improve customer retention and growth.

Communications InfrastructureDeveloper APIsEnterprise ApplicationsInformation ServicesInformation TechnologyPaaSTelecommunications

Comp. & Benefits

Responsibilities

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

Qualification

Customer Success OperationsData AnalysisSales OperationsCRM ProficiencyAnalytical SkillsTraining DevelopmentCross-functional CollaborationCommunication Skills

Required

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