Customer Success Manager, Small Business

Say hello to opportunities.

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 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

The Customer Success Manager focused on Small Business serving as the direct support function to some of RingCentral's most valued and high-profile customers.  As a critical piece of our land and expand efforts you will be a point person for our larger customers and will interface and orchestrate internal efforts with acquisition, implementation, technical support, etc.  You will be positioned as a subject matter expert and all-around resource for servicing client's needs.

To succeed in this role you must have experience in:

• Encourage customers to utilize new features that will help them drive their business forward

• Provide insight and relay customer feedback with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering.

• Evaluate churn and downsell risk for each customer using scoring tools and proactively address dissatisfaction or feature gaps to drive retention throughout the customer life cycle.

• Recommend programs that ensure that customers are successfully adopting our platform that align to their business needs

• Conduct quarterly customer success reviews to ensure customers get the most value out of their RingCentral investments

• Align customers with the enablement resources to drive adoption

• Be a self starter

• Track renewals and identify opportunities for upsells and cross-sells within the digital customer base. 

• Develop and implement scalable digital programs for customer communication, support, and outreach. 

• Analyze customer usage data and key CS indicators to identify trends, potential risks (like churn), and opportunities for engagement and growth. 

• Proficiency with customer success platforms, AI, automation tools, and other digital technologies

• Comfort working in a fast-paced environment and managing multiple customer engagements simultaneously. 

• Own, drive and manage the renewals process in collaboration with the account team

• Accurately maintain/update a rolling 120 day forecast of your accounts and communicate any renewal risk to internal resources in order to develop resolution strategies

Desired Qualifications:

• 1-2 yrs. direct and verifiable enterprise-level customer success, consulting or account management experience for a SaaS or Start Up company. 

• Bachelor's Degree or equivalent experience in Customer Success,Consulting or Account Management.

• Proven experience working with  stakeholders and efficiently communicating internal and external voices.

• Strong skills in verbal and written communications, bias to action, and task management

• Knowledge of Salesforce

What we offer:  

• Comprehensive medical, dental, vision, disability, life insurance

• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits

• Voluntary supplemental health coverage and life insurance

• 401K match and ESPP

• Paid time off and paid sick leave

• Paid parental and pregnancy leave 

• Family-forming benefits (IVF, Preservation, Adoption etc.)

• Emergency backup care (Child/Adult/Pets)

• 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 1:1 coaching, 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.

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.

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. 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 $58,000 and $85,000 for 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.