Renewals Customer Success Manager

 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.

This is where you and your skills come in. We’re currently looking for: A Customer Success Manager to help customers by aligning their business goals to current and future product capabilities.  

To succeed in this role you must have experience in:

• Developing customer relationships and credibility by building trust and ensuring the customer’s needs are met

• End to end ownership of customer accounts 

• Acting as the voice of the customers by communicating issues and customer’s feedback to internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering

• Be proactive and accountable for driving resolutions to all issues by collaborating with internal teams

• Working with customers to define business outcomes and orchestrate a comprehensive success plan inclusive of customer objectives, milestones, risks and metrics 

• Proactively identifying key challenges and present standard solutions to help customer account growth

• Creating lessons learned (root cause analysis on failed accounts) and use for future improvements

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

• Evaluating churn and down sell risk for each customer and proactively addressing dissatisfaction or feature gaps to drive retention throughout the customer life cycle.

• Developing plans that ensure that customers are successfully adopting our platform that align to their business needs

• Conducting regular cadences, quarterly and annual customer success reviews to ensure customers get the most value out of their RingCentral investment

• Managing and negotiating renewal agreements by providing guidance on renewal strategy to increase value

Desired Qualifications:

• 1-3 yrs. direct and verifiable customer success, consulting or Account Management and Renewal experience for a SaaS company

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

• Proven experience building strong customer relationships with IT and business executive stakeholders and efficiently communicating internal and external voices.

• Experience leading meetings and regular cadences, quarterly and annual customer success reviews with customers 

• Strong skills in verbal and written communications, strategic planning, and project management with the ability to adapt conversations for technical and non-technical audiences

• Knowledge of Salesforce and Customer Success platform (i.e Catalyst, Gainsight)

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 pr