Senior Manager, Mid-Market Customer Success

Say hello to possibilities.

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 global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction—giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device. 

We’re a $2.2 billion company that’s growing at 30+% annually and we’re expanding our Customer Success Team to make sure we stay ahead of the competition. 

We’re currently looking for a Customer Success leader who can lead the Mid-Market segment CSMs. At RingCentral, our Customer Success Managers serve as the owner of the post-sales relationship with our most valued and high-profile customers. If you join our team, you will assume a very strategic and highly visible role within the company and will focus on four key areas: adoption, retention, customer satisfaction and revenue growth.  As a Senior Manager in Customer Success, you will be the leader, coach, quarterback, mentor and advisor for your team. You will be part of the leadership team, driving innovation in our Customer Success practice.

Responsibilities:

• Overall responsibility for Mid-Market segment customers supported by CSMs

• Achieve adoption, revenue growth, retention, renewals, and margin goals for Mid-Market

• Participate in RingCentral management efforts to maintain high morale, low attrition, and excellent teamwork

• Measure team performance regularly to ensure trends are quickly understood and efficiency/efficacy of the team is optimized to address

• Maintain and grow monthly recurring revenue (MRR) for RingCentral’s Mid-Market customers

• Develop strong customer relationships and serve as the RingCentral trusted partner

• Ensure customer satisfaction: drive ROI realization and manage escalations, as needed

• Partner cross-functionally with support, professional services, sales, and marketing departments to achieve high customer satisfaction and account growth

Qualifications:

• 7+ years enterprise-level (upmarket) customer success experience at a SaaS company

• 7+ years Customer Success Management experience

• 2+ year’s experience as a manager of teams (remote and off-shore/near-shore)

• 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 

What we offer: 

RingCentral offers perks and benefits for all aspects of your work/life:

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

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

• 401K match and ESPP

• Flexible PTO

• Wellness programs including 1:1 wellness coaching through TaskHuman and meditation guidance through Headspace

• Paid parental leave and new parent gift boxes

• Pet insurance

• Employee Assistance Program (EAP) with counseling sessions available 24/7

• Rocket Lawyer services that provide legal advice, document creation and estate planning

• Employee bonus referral program

RingCentral’s Customer Success team builds, grows and nurtures relationships—from small businesses to global enterprises. That’s why we’re the largest and fastest-growing pure-play provider in our space, with a market capitalization of over $18 billion, 30%+ annual growth and a $.1.5 billion annual revenue run-rate. RingCentral has become the #1 global cloud-based communications provider because we’re not just selling solutions; we’re changing the nature of communications. This is