Director, Account Growth Management

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

Vonage is a global cloud communications leader that helps businesses accelerate their digital transformation through our fully programmable Unified Communications, Contact Center Applications, and Communications APIs.

Why this role matters:

The Director, Account Growth Management (AGM) will lead a regionally focused but globally aligned team of Account Growth Managers (AGMs) responsible for driving revenue, margin, and quality performance across Vonage’s most strategic messaging accounts.

This role is equal parts strategist and coach, ensuring that AGMs are equipped with the tools, autonomy, and guidance to optimize their book of 1–3 high-value accounts each. The Director is accountable for overall team performance, providing oversight on routing strategies, brainstorming creative approaches to margin and traffic growth, and aligning cross-functional stakeholders to remove blockers.

The Director will also work closely with Sales, Carrier Partnerships, and Customer Success to ensure triad alignment, while continuously evolving the AGM operating model to achieve scalable, profitable growth.

Your responsibilities;

• Team Leadership: Lead, mentor, and develop a team of AGMs, fostering a culture of accountability, autonomy, and continuous improvement.
• Strategic Oversight: Review and guide routing and margin strategies across accounts, ensuring the team meets or exceeds revenue and margin targets.
• Enablement & Tools: Partner with internal teams (e.g., BI, Product, etc.) to ensure AGMs have access to accurate data, dashboards, and routing tools needed to drive success.
• Creative Strategy: Brainstorm and refine growth strategies with AGMs to capture traffic share, optimize routing performance, and identify untapped market opportunities.
• Triad Collaboration: Align with Sales Leaders and Customer Success Leaders to drive consistent yet tailored approaches within individual account plans and quarterly business reviews (QBRs).
• Performance Management: Monitor account health and team KPIs, holding AGMs accountable for execution while supporting them through escalations and strategic decision-making.
• Cross-Functional Alignment: Collaborate with Carrier Partnerships, Pricing, and Operations to address cross-account challenges, pricing adjustments, or routing initiatives.
• Operational Excellence: Drive standardization of AGM playbooks, processes, and success metrics across regions.
• Executive Reporting: Provide leadership with clear updates on account performance, key risks, and upcoming opportunities.

A Day in the Life of the Director, AGM

• Morning: Review team dashboards and account performance metrics, prioritizing areas that require strategic focus or routing intervention.
• Midday: Hold coaching sessions or working meetings with AGMs to brainstorm growth strategies, unblock escalations, or align on key account initiatives.
• Afternoon: Collaborate with cross-functional leaders (Sales, Carrier Partnerships, and BI) to refine tools, data, and account insights, and prepare executive-level summaries of team performance.
• End of Day: Conduct quick reviews of team KPIs and ensure triads are supported for upcoming QBRs.

What you will bring:

Required:

• Strategic Leadership: Proven ability to lead teams responsible for high-value accounts with a focus on margin, revenue, technical routing, and service quality.
• Experience: extensive experience in account management, messaging operations, or telecom/CPaaS, with at least 3 years in a leadership or team management role.
• Technical Expertise: Familiarity with SMS routing, completion rate analysis, and A2P messaging standards.
• Analytical Acumen: Strong data interpretation and reporting skills, with experience using tools like Tableau or equivalent.
• Cross-Functional Influence: Ability to build trust and alignment with Sales, Carrier Partnerships, and Operations at both strategic and tactical levels.
• Coaching & Development: Skilled in mentoring high-performing ICs, fostering a culture of empowerment and results.
• Problem-Solving: Capable of handling complex account escalations and creatively addressing routing or margin challenges.

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.

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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.