Sr. Customer Success Strategy Manager

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 the $2 billion 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. 

This is where you and your skills come in. We’re currently looking for: In this role you will enable the strategic leadership for articulating RingCentral’s customer success strategy with an emphasis on transformational opportunities, customer retention and portfolio growth. You will be responsible for collecting and analyzing data, identifying trends, and providing actionable insights to drive improved customer experiences. Your role is pivotal in helping our organization understand customer needs and making data-informed decisions to enhance customer relationships.

To succeed in this role you must have experience in:

• Collaborate with the Chief Customer Officer (CCO) to develop and execute a comprehensive customer growth and retention strategy

• Strategize expansion of net retention rate through identification of trends in customer behavior, optimal resource allocation, automation, renewals and upsell strategy etc.

• Develop and refine key performance indicators (KPIs) for executive dashboards that monitor various stages of the customer journey and provide a 360-degree view of customer health; prepare performance metrics for customer success organization 

• Identify key touchpoints and moments of truth in the customer journey; use behavioral data to recommend strategies for improving customer engagement and satisfaction

• Identify at-risk customers and work with the Customer Success team to implement retention strategies

• Build business cases and ROI models for various customer success strategic initiatives

• Cultivate synergies with customer care and other various post sales organizations

• Leverage your financial analysis and modeling skills, including the ability to interpret disparate, complex data into a range of alternate futures

Desired Qualifications:

• 8-10 years of experience in strategy consulting, corporate strategy, investment banking, customer strategy & and ops roles

• MBA is a plus

• Utilize data analysis tools and techniques to provide actionable insights

• Demonstrated experience presenting hypotheses, conclusions, and recommendations to senior management

• Executive presence, Effective communication skills at multiple levels of the organization, including management and cross-functional groups

• A customer-centric mindset and a passion for improving the customer experience.

• Knowledge of customer success principles and best practices is a plus

• Ability to drive successful partnerships with cross-functional teams to strategize, co-analyze and develop consensus for executive recommendations

• Strong interpersonal skills, with a strong emphasis on teamwork, initiative, and integrity

• Strategic and critical thought leadership

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)

• Parental support for children with developmental and learning disabilities

• Pet insurance

• 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

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. 

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