Manager, Majors Customer Success

Say hello to possibilities. 

It’s not every day that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you are 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.  

To succeed in this role, you must have experience in: 

• Driving value for RingCentral’s customers by being an expert on best practices in change management, finding ways for CSMs to deeply understand our customers’ objectives and deliver value-based solutions, and determining how to define, drive, and demonstrate ROI delivered. 

• Developing, coaching, monitoring and assisting team members in critical adoption activities and strategies. 

• Providing accurate forecasts and reporting on financials to leadership as required. 

• Driving alignment with internal teams including Renewals and Majors Sales Managers and Expansion teams by aligning with R&E on renewal and up-sell strategy and focus on selling with a retention focus 

• Recruiting, mentoring, and inspiring a world-class team by setting expectations, giving feedback, conducting interviews, creating a customer first culture 

• Driving Majors operational excellence by continuously tracking and communicating metrics to team to promote transparency, drive behaviors and report on metrics to Key Leaders are required. 

Desired Qualifications: 

• BA/BS degree or equivalent military and/or work experience, MBA preferred 

• 5+ years of customer or account management experience including 2+ years managing high performing Customer Success teams at a SaaS or telecommunications company. 

• Experience in hiring, mentoring and growing a team of Customer Success Managers. 

• Proven experience driving adoption and leveraging customer success best practices. 

• Demonstrated ability to develop strategies to address business metrics, translate them into initiatives and track successful delivery. 

• Possesses executive presence with communication that drives results and motivates the team. 

• Thrives in a fast paced, ever evolving environment where prioritization and decision making is key. 

• Demonstrated ability to effectively collaborate across organizational boundaries. 

• Experience successfully working with senior (C-level) executives. 

• Experience effectively addressing escalated client issues with speed and urgency. 

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. 

RingCentral’s work culture is the backbone of our success. And don’t just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success. RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now. 

About RingCentral 

RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Vide