RingCentralRemote
Manager, Customer Success
United States of America
Full-time
2 weeks ago
$75,000 - $144,000 USD
H1B Sponsor Likely
Key skills
Customer Success ManagementChange ManagementTeam LeadershipSaaS ExperienceAccount ManagementCommunication SkillsCollaboration SkillsProblem SolvingCRSaaSLeadershipMentoringCommunicationDecision MakingCustomer SuccessSales
About this role
RingCentral is a leading provider of business cloud communications and contact center solutions. As the Manager of Customer Success, you will be responsible for leading a team of Customer Success Managers, driving growth and retention through strategic relationship building, and shaping the future of the Customer Success practice.
Responsibilities:
- 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
Requirements:
- 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