Manager, Customer Success

Say hello to possibilities.
It's not everyday that you consider starting a new career. We're RingCentral, and we're happy that someone as talented as you is considering this role. First, a little about us, we're the $2 billion global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction-giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.
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:

• Leading the team to provide outstanding customer experiences that increase retention of accounts, leading in turn to timely renewals, growth, and customer satisfaction
• 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
• Managing customer success activities related to onboarding, training, customer success management, renewals, cross-sell/up-sell and advocacy
• Point of escalation for customer issues, and work directly with customers and support to ensure resolutions are met
• Analyzing key performance indicators, leveraging tools such as SalesForce.com and Tableau, to gauge business health on a daily, weekly and monthly basis
• 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
• Guiding the team to creatively negotiate and execute renewal contracts (in partnership with legal, finance) that align to customer goals
• Encouraging the team to identify upsell and growth opportunities

Desired Qualifications:

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

What we offer:

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

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.
About RingCentral
RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™ (MVP™) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world.
RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
If you are hired in Colorado, Nevada, Maryland the compensation range for this position is between $93,600.00 and $104,000.00 for full-time employees in Colorado, Nevada, Maryland, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.
If you are hired in California, Washington, New York the compensation range for this position is between $99,720.00 and $110,800.00 for fulltime employees in California, Washington, New York, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.
If you are hired in Rhode Island or Connecticut the compensation range for this position is between $88,560.00 and $98,400.00 for fulltime employees in Connecticut or Rhode Island, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.