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

The Customer Success Manager focused on Mid Market serving 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:

• Encourage customers to utilize new features that will help them drive their business forward

• Provide insight and relay customer feedback with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering.

• Evaluate churn and downsell risk for each customer using scoring tools and proactively address dissatisfaction or feature gaps to drive retention throughout the customer life cycle.

• Recommend programs that ensure that customers are successfully adopting our platform that align to their business needs

• Conduct quarterly customer success reviews to ensure customers get the most value out of their RingCentral investments

• Align customers with the enablement resources to drive adoption

• Be a self starter

• Track renewals and identify opportunities for upsells and cross-sells within your assigned customer base. 

• Analyze customer usage data and key CS indicators to identify trends, potential risks (like churn), and opportunities for engagement and growth. 

• Proficiency with customer success platforms, AI, automation tools, and other digital technologies

• Comfort working in a fast-paced environment and managing multiple customer engagements simultaneously. 

• Own, drive and manage the renewals process in collaboration with the