Manager, Customer Success

RingCentral

10d•$75,000 - $143,500

About The Position

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 Mission: Why Your Leadership Matters This is where you—and your expertise—take center stage. At RingCentral, our Customer Success Managers don’t just manage accounts; they own the customer life cycle and journey for our most high-profile, high-impact customers. As our Manager, Customer Success, you aren’t just sitting on the sidelines. You are the strategist, the coach, and the quarterback for a world-class team of CSMs. This is a high-visibility role where your influence stretches across the entire organization, directly driving: Growth & Adoption: Turning cutting-edge technology and AI into a daily essential. Retention & Revenue: Protecting the core of our business through strategic relationship building and growing the business leading with AI and solutions based solutioning Innovation: Shaping the future of our CS practice as a key member of the leadership team. 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. 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 $75,000 and $143,500 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. RingCentral, Inc. (NYSE: RNG) is a leading provider of global enterprise cloud communications, collaboration, and contact center solutions. More flexible and cost-effective than legacy on-premises systems, the RingCentral platform empowers employees to Work as OneTM from any location, on any device, and via any mode to better serve customers, improving business efficiency and customer satisfaction. The company provides unified voice, video meetings, team messaging, digital customer engagement, and integrated contact center solutions for enterprises globally. RingCentral’s open platform integrates with leading business apps and enables customers to easily customize business workflows. RingCentral is headquartered in Belmont, California, and has offices around the world. RingCentral is an EEO/AA employer.

Requirements

5+ years of customer or account management experience including 2+ years managing high performing Customer Success teams at a SaaS or telecommunications company.
Experience in hiring, mentoring and growing a team of Customer Success Managers.
Proven experience driving adoption and leveraging customer success best practices.
Demonstrated ability to develop strategies to address business metrics, translate them into initiatives and track successful delivery.
Possesses executive presence with communication that drives results and motivates the team.
Thrives in a fast paced, ever evolving environment where prioritization and decision making is key.
Demonstrated ability to effectively collaborate across organizational boundaries.
Experience successfully working with senior (C-level) executives.
Experience effectively addressing escalated client issues with speed and urgency

Nice To Haves

BA/BS degree or equivalent military and/or work experience, MBA preferred

Responsibilities

Driving 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.
Developing, coaching, monitoring and assisting team members in critical adoption activities and strategies.
Providing accurate forecasts and reporting on financials to leadership as required.
Driving alignment with internal teams including Renewals and Majors Sales Managers and Expansion teams by aligning with R&E on renewal and up-sell strategy and focus on selling with a retention focus
Recruiting, mentoring, and inspiring a world-class team by setting expectations, giving feedback, conducting interviews, creating a customer first culture
Driving Majors operational excellence by continuously tracking and communicating metrics to team to promote transparency, drive behaviors and report on metrics to Key Leaders are required.

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