V
Customer Registration Manager
Contract type
Ongoing
Work mode
Remote
Experience
Mid-level · 3+ years
Job description
The Customer Registration Manager is an operational role within the Customer Success organisation, owning all customer registration processes end-to-end and working closely with Technical Account Managers and Customer Success Managers. The role ensures customers are accurately registered, onboarded to relevant platforms, and tracked throughout the registration lifecycle.
At a glance
- Work mode
- Remote
What you'll do
- 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.
- 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.
- 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.
- 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 we're looking for
- 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.
Nice to have
- 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).
Your team
Customer Success
The Customer Success organisation, working closely with Technical Account Managers (TAMs) and Customer Success Managers (CSMs).
Benefits
- Discretionary Time Off
- Private Medical Healthcare
- Pension scheme
- Ericsson support line
Apply
About Vonage
Innovate cloud communications for businesses worldwide
Vonage is a global cloud communications leader providing fully programmable-based unified communications, contact center solutions, and communications APIs.
Mission
Empower global brands to connect better with their customers, employees, and partners through transformative communications experiences.
Key facts
- Cloud communications
- Emerging leader in the $10B+ communications API market
- Vonage API solutions empower organizations to build their custom omnichannel communications structure
- Reach and engage customers on their preferred schedule and channel — including voice, video, and messaging
Partners & customers
AirbnbViberWhatsAppSnapchat