Manager, Customer Success

2 months ago

Remote, Oregon, United States RingCentral Full time

RingCentral Events Manager, Customer Success - Events (Remote)
Say hello to opportunites.
It's not every day 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 a $2 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers.
RingSense AI is our proprietary AI solution. It's designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions.
This is where you and your skills come in. Here's what 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:

  • Manages Customer Success team for RingCentral Events, delivering an exceptional customer experience through your team.
  • Drives Customer Retention and Renewal Management through a customer's life cycle
  • Refines and optimizes the customer journey by standardizing the template for a Success Plan for customers, overseeing customer lifecycle processes, including QBR/ABR process, usage, and CSAT, creating decks for customer success plays, managing escalations from your direct reports, and identifying opportunities for continuous improvement.
  • Drives value for RingCentral's customers by being an expert on best practices in change management, finding ways for CSMs to deeply understand our customers' objectives and deliver value based solutions, and determining how to define, drive, and demonstrate ROI delivered.
  • Drives alignment with internal teams including Sales Managers by aligning with New Business team on up-sell strategy and focus on selling with a retention focus
  • Recruits, mentors, and inspires a world-class team by setting expectations, giving feedback, conducting interviews, creating a customer first culture
  • Drives operational excellence by continuously tracking and communicating metrics to the team to promote transparency, drive behaviors and report on metrics.
  • Serve as player/coach, managing a small portfolio of Enterprise customers, based on business needs

Desired Qualifications:

  • 5+ years customer success experience at a SaaS company
  • 3+ years Customer Success Management or Team Lead experience, sales experience 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
  • Paid time off and paid sick leave
  • 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)
  • Pet insurance and Pet Telehealth
  • 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 Customer Success team is all about the customer, ensuring every user is able to effectively put our products to work. As the primary point of contact, you'll champion customer needs, share deep product knowledge, provide innovative solutions, build relationships, and drive success.
Our 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 PhoneTM (MVPTM) 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. We are committed to providing reasonable accommodations for individuals with disabilities during our application and interview process. If you require such accommodations, please click on the following link to learn more about how we can assist you.
If you are hired in Colorado, California, Hawaii, Nevada, New York, Maryland, Washington, Connecticut, Rhode Island, the compensation range for this position is between $117,000 and $218,000for full-time employees, 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.

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