People Matter

Renewals Customer Success Manager



Customer Service, Sales & Business Development
Multiple locations
Posted on Wednesday, July 3, 2024

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.

This is where you and your skills come in. We’re currently looking for: A Customer Success Manager to help customers by aligning their business goals to current and future product capabilities.

To succeed in this role you must have experience in:

  • Developing customer relationships and credibility by building trust and ensuring the customer’s needs are met

  • End to end ownership of customer accounts

  • Acting as the voice of the customers by communicating issues and customer’s feedback to internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering

  • Be proactive and accountable for driving resolutions to all issues by collaborating with internal teams

  • Working with customers to define business outcomes and orchestrate a comprehensive success plan inclusive of customer objectives, milestones, risks and metrics

  • Proactively identifying key challenges and present standard solutions to help customer account growth

  • Creating lessons learned (root cause analysis on failed accounts) and use for future improvements

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

  • Evaluating churn and down sell risk for each customer and proactively addressing dissatisfaction or feature gaps to drive retention throughout the customer life cycle.

  • Developing plans that ensure that 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 investment

  • Managing and negotiating renewal agreements by providing guidance on renewal strategy to increase value

Desired Qualifications:

  • 1-3 yrs. direct and verifiable customer success, consulting or Account Management and Renewal 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 and Customer Success platform (i.e Catalyst, Gainsight)

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)

  • 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

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 Video Phone™ (MVP™) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world.

RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations for individuals with disabilities during our application and interview process. If you require such accommodations, please click on the following link to learn more about how we can assist you.

If you are hired in Colorado, the compensation range for this position is between $65,450 and $93,500 for full-time employees, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.

This role has an application deadline of July 15, 2024. Please apply prior to the deadline to be considered for the role.