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 who serves as the direct support function to some of RingCentral’s most valued and high-profile customers.  As a critical piece of our land and expand efforts you will be a point person for our larger customers and will interface and orchestrate internal efforts with acquisition, implementation, technical support, etc.  You will be positioned as a subject matter expert and all-around resource for servicing client’s needs.

To succeed in this role you must have experience in:

• Maintain and grow monthly recurring revenue for RingCentral's most valued customers

• Project Management - quarterbacking internal and external initiatives

• Develop strong customer relationships and serve in the role of RingCentral trusted partner

• Ensure customer satisfaction: addressing technical demands and acting as sales liaison, and including partners to better support premium RingCentral customers

• Partner cross-functionally with support, professional services, and sales and marketing departments to create customer success that drives positive customer satisfaction and account growth

Desired Qualifications:

• 1+ yrs. direct and verifiable enterprise-level customer success experience

• Proven track record of success with a verifiable history of exceeding sales and customer satisfaction goals

• Driven by personal, team and company achievement with a commitment to excellence

• Possess that rare blend of technical expertise and sales acumen wrapped in a strong customer-centric mentality

• Strong analytical, 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 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

• Experience with VoIP technology and terminology including SIP, RTP, QoS, COS, and codecs preferred

• Knowledgeable in advanced network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4) preferred

• BS or equivalent education and relevant experience

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

• 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

RingCentral’s Customer Success team is all about the customer, ensuring every user is able