Manager, Customer Success //Remote

This is where you and your skills come in. We’re currently looking for: At RingCentral, our Customer Success Managers serve as the owner of the post-sales relationship with our most valued and high-profile customers. If you join our team, you will assume a very strategic and highly visible role within the company and will focus on four key areas: adoption, retention, customer satisfaction and revenue growth. As a manager in Customer success, you will be the leader, coach, quarterback, mentor and advisor for your CSMs. You will be part of the leadership team, driving innovation in our Customer Success practice.

To succeed in this role you must have experience in:

• Coaching and directing CSMs to understand business needs and objectives, craft appropriate strategies, and identify/implement campaigns to help achieve customer goals
• Driving operational excellence by continuously tracking and communicating metrics to the team to promote transparency, drive behaviors and report on metrics
• Refining and optimizing the customer journey by standardizing the template for a Success Plan for customers, overseeing customer lifecycle processes, including EBR process, usage, and CSAT, creating decks for customer success plays, managing escalations from your direct reports, and identifying opportunities for continuous improvement
• Guiding the team to creatively negotiate and execute renewal contracts (in partnership with legal, finance) that align to customer goals
• Managing customer success activities related to onboarding, training, customer success management, renewals, cross-sell/up-sell and advocacy
• Leading the team to provide outstanding customer experiences that increase retention of accounts, leading in turn to timely renewals, growth, and customer satisfaction
• Point of escalation for customer issues, and work directly with customers and support to ensure resolutions are met
• Building and maintaining close relationships with customers at both operational & strategic stakeholder levels
• Driving alignment with internal teams including Support, Services, Sales Managers and Product to help drive quick resolutions
• Encouraging the team to identify upsell and growth opportunities
• Analyzing key performance indicators, leveraging tools such as SalesForce.com and Tableau, to gauge business health on a daily, weekly and monthly basis

Desired Qualifications:

• Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues
• 5+ years Customer Success Management and/or Account Management
• Ability to lead, manage or influence both internal RingCentral resources as well as customer resources to achieve successful outcomes
• Possesses a blend of technical expertise and sales acumen wrapped in a strong customer-centric mentality
• Proven track record of achieving and exceeding adoption, revenue and customer satisfaction goals
• Renewal experience is a plus
• Strong communication skills – written and verbal – with an understanding of situational best practices
• 3+ years enterprise-level customer success experience or account management at a SaaS company
• Strong analytical, problem-solving and dot connecting skills with the ability to develop quick, accurate situational awareness
• BS or equivalent education and relevant experience
• Experience and comfort interacting with and influencing C-level executives

What we offer:

• 401K match and ESPP
• Student loan refinancing assistance
• Employee Assistance Program (EAP) with counseling sessions available 24/7
• Paid parental and pregnancy leave and new parent gift boxes
• Wellness programs including 1:1 coaching and meditation guidance
• Employee perks and discounts program
• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
• Pet insurance
• Comprehensive medical, dental, vision, disability, life insurance
• Emergency backup care (Child/Adult/Pets)
• Flexible vacation
• Free legal services that provide legal advice, document creation and estate planning
• Parental support for children with developmental and learning disabilities
• Employee bonus referral program
• Family-forming benefits (IVF, Preservation, Adoption etc.)

RingCentral’s Global Service and Support team leads the post-sale experience for our customers—making sure their every need is met, and that they’re able to use our products effectively and easily. As our customers’ central point of contact, you’ll champion their needs, share deep product knowledge, provide innovative solutions, and build relationships that show our customers what powering human connection really means.

RingCentral’s work culture is the backbone of our success. And don’t just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success. RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now.