Manager, Customer Success (Remote) at RingCentral

The Mission: Why Your Leadership Matters

At RingCentral, our Customer Success Managers don’t just manage accounts; they own the customer life cycle and journey for our most high-profile, high-impact customers.

As our Manager, Customer Success, you aren’t just sitting on the sidelines. You are the strategist, the coach, and the quarterback for a world-class team of CSMs. This is a high-visibility role where your influence stretches across the entire organization, directly driving:

• Growth & Adoption

  Turning cutting-edge technology and AI into a daily essential.

• Retention & Revenue

  Protecting the core of our business through strategic relationship building and growing the business leading with AI and solutions based solutioning

• Innovation

  Shaping the future of our CS practice as a key member of the leadership team.

Requirements

• 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.

• 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

Benefits

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

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

• Voluntary supplemental health coverage and life insurance

• 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 1:1 coaching, perks and discounts program