Senior Product Manager - Customer Onboarding

About the Role

Requirements

• Reporting to the Head of Fusion Platform, you will own the complete customer journey—from the first touchpoint on our website to their go-live with Vonage. Covering both Vonage Contact Centre (VCC) and Vonage Business Communication (VBC) product lines, you will analyze, optimize, and reimagine our onboarding and try/buy processes. Your work will drive immediate improvements and shape a long-term roadmap that ensures a seamless, compliant, and delightful customer experience.
• Own the Customer Journey: • Lead and enhance the end-to-end experience for customers, from initial purchase through onboarding and the first call received via Vonage. • Analyze current onboarding flows, identify friction points, and quickly address immediate opportunities for improvement. • Define, track, and continuously improve key performance indicators (KPIs) such as onboarding time and trial conversion rates, using these metrics as long-term goals to refine the customer journey.
• Strategic Roadmap and Tracking: • Develop a comprehensive long-term roadmap that streamlines the try/buy and onboarding processes, balancing rapid improvements with future-proof innovations. • Establish and maintain rigorous tracking systems to monitor onboarding performance, customer adoption, and related success metrics.
• Customer Research and Continuous Improvement: • Conduct customer research—including user interviews, surveys, and usability testing—to gather qualitative insights and validate improvements in the onboarding process. • Monitor industry trends, competitor onboarding strategies, and emerging technologies to inspire innovative enhancements and maintain a competitive edge.
• Compliance and Collaboration: • Partner with compliance product managers to ensure onboarding processes meet regulatory standards such as Know Your Customer (KYC), documenting and translating requirements into actionable product features. • Collaborate closely with UX teams, customer success, and professional services to design intuitive interfaces and smooth transitions from sales to post-sales support. • Work with sales, marketing, and engineering teams to implement product changes that simplify training and onboarding, ensuring a cohesive, customer-centric experience.
• Drive Delightful Experiences: • Champion a customer-centric approach that converts prospects into satisfied, loyal customers by delivering a seamless, engaging buying and onboarding process. • A minimum of 5 years of experience in product management or a related field (e.g., software engineering), with a proven record of managing end-to-end customer journeys. • Deep expertise in onboarding, try/buy processes, and the ability to translate customer insights into impactful product enhancements. • Experience in SaaS or cloud communications environments; familiarity with CCaaS or UCaaS is a significant advantage. • Knowledge of compliance standards such as KYC and the ability to work effectively with cross-functional teams to implement regulatory requirements is a bonus. • Excellent analytical skills, a data-driven mindset, and outstanding communication abilities. • A passion for continuous improvement and innovation, supported by active customer research and market analysis.
• Required: • Fluency in English. • A minimum of 5 years’ experience in product management or a related role. • Demonstrable expertise in managing onboarding and try/buy experiences within a technology-driven environment. • A dynamic, collaborative work environment that values innovation and continuous learning. • The opportunity to lead high-impact initiatives directly influencing customer success and driving business growth. • Comprehensive benefits, including unlimited paid annual leave, flexible working hours, company pension/401k, life insurance, and private medical, dental, and eye cover. • Enhanced maternity and paternity leave options. • Ongoing career progression opportunities and professional development initiatives.
• Potential Next Career Move: Expert Product Manager.#LI-JM2
• 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. 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. 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.
• 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.