Business Success Advocate

The Customer Success Manager role is a fantastic opportunity to champion customer needs and drive success. As the primary point of contact, you will be responsible for building strong relationships with IT and business executive stakeholders, providing innovative solutions, and ensuring customers get the most value out of their investments.

We are looking for an experienced Customer Success Manager to join our team. This is a unique chance to work with a leading provider of business cloud communications and contact center solutions. Our MVP global platform is flexible, cost-effective, and empowering modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location.

In this role, you will align customers' business goals to current and future product capabilities, encouraging them to utilize new features that drive their business forward. You will also provide insight and relay customer feedback with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance, and Engineering.

Your key responsibilities will include evaluating churn and downsell risk for each customer, proactively addressing dissatisfaction or feature gaps to drive retention throughout the customer life cycle. You will develop plans that ensure customers are successfully adopting our platform, which aligns to their business needs.

You will conduct regular cadences, quarterly and annual customer success reviews to ensure customers get the most value out of their RingCentral investments. You will build trust and ensure the customer's needs are met by developing customer relationships.

Additionally, you will align customers with enablement resources to drive adoption.

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

• Encouraging customers to utilize new features that will help them drive their business forward
• Providing insight and relaying customer feedback with internal teams
• Evaluating churn and downsell risk for each customer and proactively addressing dissatisfaction or feature gaps to drive retention throughout the customer life cycle
• Developing plans that ensure customers are successfully adopting our platform that align to their business needs
• Conducting regular cadences, quarterly and annual customer success reviews to ensure customers get the most value out of their RingCentral investments
• Developing customer relationships, by building trust and ensuring the customer's needs are met
• Aligning customers with enablement resources to drive adoption

Desired qualifications include:

• Prior experience with Contact Center technology either as a Contact Center Technology Provider or a role in Contact Center Operations required
• 3-5 yrs. direct and verifiable enterprise-level customer success, consulting or account management experience for a SaaS company
• Bachelor's Degree or equivalent experience in Customer Success, Consulting or Account Management
• Proven experience building strong customer relationships with IT and business executive stakeholders and efficiently communicating internal and external voices
• Experience leading meetings and regular cadences, quarterly and annual customer success reviews with customers
• Strong skills in verbal and written communications, strategic planning, and project management with the ability to adapt conversations for technical and non-technical audiences
• Knowledge of Salesforce

We offer a comprehensive benefits package that includes:

• 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)
• Pet insurance and Pet Telehealth
• 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

Our work culture is the backbone of our success. 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. We are committed to hiring and retaining great people because we know you power our success.