Customer Registration Manager

Join Vonage and help us innovate cloud communications for businesses worldwide! 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 The Customer Registration Manager is a critical operational role within the Customer Success organisation, working closely with Technical Account Managers (TAMs) and Customer Success Managers (CSMs) to streamline and own all customer registration processes end-to-end. This individual will serve as the central point of accountability for ensuring customers are accurately registered, onboarded to relevant platforms, and tracked throughout the registration lifecycle — freeing up TAMs and CSMs to focus on strategic relationship management and value delivery. Your key responsibilities Registration Processing & Management • Own the end-to-end processing of all customer registration requests across platforms, tools, and internal systems. • Act as the primary point of contact for registration-related queries from TAMs, CSMs, and customers. • Ensure all customer data is accurately captured, validated, and maintained in relevant CRM and registration systems. • Manage and prioritise a queue of registration requests, ensuring timely completion against agreed SLAs. • Coordinate with internal stakeholders (e.g. Legal, Finance, Compliance, Product) to resolve blockers or dependencies within the registration workflow. Tracking & Reporting • Maintain accurate and up-to-date tracking of all in-flight and completed registration activities. • Build and maintain dashboards or reports to provide TAMs, CSMs, and management with real-time visibility into registration status. • Proactively flag at-risk or delayed registrations and drive resolution. • Produce regular reporting on registration volumes, completion rates, SLA adherence, and identified bottlenecks. Process Improvement • Identify inefficiencies in existing registration workflows and propose improvements to reduce manual effort and processing time. • Document standard operating procedures (SOPs) for all registration processes. • Partner with the Customer Success leadership team to implement scalable, repeatable registration frameworks as the customer base grows. • Support tooling and systems enhancements that improve registration accuracy and speed. Cross-functional Collaboration • Work closely with TAMs and CSMs to gather registration requirements for new and existing customers. • Liaise with Product, Technical Operations, and Compliance teams to ensure registration processes meet regulatory and product requirements. • Collaborate closely with Carrier, Regulatory, Numbers, and Operations teams to facilitate smooth processing of registration requests and resolve any carrier or regulatory dependencies. • Support onboarding activities where customer registration is a dependency for go-live. • Contribute to broader Customer Success initiatives and operational projects as required. What you’ll bring Required: • 3+ years of experience in an operations, customer success, or registration/onboarding management role — ideally within a SaaS, CPaaS, or technology environment. • Strong organisational and project management skills with the ability to manage multiple requests simultaneously. • Excellent attention to detail and a commitment to data accuracy. • Proficiency with CRM tools (e.g. Salesforce) and project/task tracking platforms (e.g. Jira, Asana, or equivalent). • Strong communication and stakeholder management skills — able to work effectively across teams and escalate issues clearly. • Comfortable working in a fast-paced, high-volume environment with shifting priorities. • A proactive, solutions-oriented mindset with a passion for process improvement. Experience we consider a plus: • Experience working alongside TAM or CSM teams in a supporting operational capacity. • Familiarity with telecommunications, API, or communications platform products. • Experience building reporting and tracking in tools such as Google Sheets, Excel, or business intelligence platforms (e.g. Tableau, Looker). • Knowledge of compliance or regulatory registration requirements (e.g. 10DLC, toll-free verification, or regional number porting). How you’ll benefit: • Discretionary Time Off • Private Medical Healthcare • Pension scheme • Ericsson support line #LI-MW1 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.