VP - Global Customer Success

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.

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

Desired Qualifications:

• 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 

What we offer:  

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