Customer Success Manager - Mid Market

RingCentral•Denver, CO

26d•$74,000 - $137,000

About The Position

The Customer Success Manager focused on Mid Market 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. 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.

Requirements

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

Nice To Haves

1-4 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.
Knowledge of Salesforce

Responsibilities

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

Benefits

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