VP - Global Customer Success

RingCentral•Belmont, CA

2d•$205,000 - $390,950

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. We’re currently seeking a VP of Customer Success who can help ensure effective adoption of RingCentral’s products and services leading to high renewal rates and expansion opportunities. The VP of Customer Success will lead the CSM organization globally to ensure customers achieve their business outcomes with RingCentral. They will work collaboratively across the organization to ensure customers are represented throughout every customer life-cycle stage. The ideal candidate will help create a companywide culture focused around the customer journey with RingCentral products. The ideal candidate for this position has successfully led a telephony, software and/or SaaS-based customer success organization, is an innovative problem solver who is passionate about customer success, knowledgeable of go-to-market strategies, and able to articulate the value of our brand promise. They will also posses the ability to create and implement new processes and strategies lading to world class renewal rates and reduced churn. 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

12+ years enterprise-level customer success experience at a SaaS company
10+ years Customer Success Management experience leading a global organization
10+ years experience as a manager of teams
Proven track record of achieving and exceeding adoption, revenue, and customer satisfaction goals
Driven by personal, team, and company achievement with a commitment to excellence
Possess blend of technical expertise and sales acumen wrapped in a strong customer-centric mentality
Strong analytical (data-driven focus), 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
Excellent presentation skills – from small to large audiences
Ability to lead, manage or influence both internal RingCentral resources as well as customer resources to achieve successful outcomes
BA/BS Degree in a related discipline or equivalent experience

Responsibilities

Overall responsibility for global customers supported by CSMs
Achieve adoption, revenue growth, retention, renewals, and margin goals for segment teams
Participated in RingCentral management efforts to maintain high morale, low attrition, and excellent teamwork
Measures team performance on a regular basis to ensure trends are quickly understood and efficiency/efficacy of the team is optimized
Develop strong customer relationships and serve as the RingCentral trusted partner
Ensure customer satisfaction: drive ROI realization and manage escalations as needed
Serve as an industry thought leader, sharing Customer Success best practices throughout the organization
Partner cross-functionally with support, professional services, sale, and marketing departments to achieve high customer satisfaction and account growth

Benefits

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
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 perks and discounts program