[Hiring] Customer Registration Manager @Vonage

Role Description

Join Vonage and help us innovate cloud communications for businesses worldwide! 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.

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.

Qualifications

• 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.

Requirements

• 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).

Benefits

• Discretionary Time Off
• Private Medical Healthcare
• Pension scheme
• Ericsson support line

Company Description

Vonage is a global cloud communications leader. 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.