RingCentral – Director, Enterprise Customer Success – East – USA

February 25, 2023
Apply Now

Job Description

Say hello to possibilities.

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 the global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction—giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.

We’re a $2 billion company that’s growing at 20+% annually and we’re expanding our Global Service and Support Team to make sure we stay ahead of the competition.

We’re currently looking for: At RingCentral, our Customer Success Managers serve as the owner of the post-sales relationship with our most valued and high-profile customers.  If you join our team, you will assume a very strategic and highly visible role within the company and will focus on four key areas: adoption, retention, customer satisfaction and revenue growth.  As a Director in Customer success, you will be the leader, coach, quarterback, mentor and advisor for your CSMs. You will be part of the leadership team, driving innovation in our Customer Success practice.  You and your team will also be a critical resource for our customers to ensure they recognize the value of their investment in our product.

To succeed in this role you must have experience in:

  • Lead a CSM team that focuses on the largest enterprise customers across the US, delivering an exceptional customer experience through your team.
  • Achieve adoption, revenue growth, retention and margin goals.
  • Coach and develop team members.
  • Lead global process improvement to drive efficiency and deliver more value to our customers.
  • The expectation is that your help in evolving our customer success processes and tools will have a global impact on behalf of our customers.
  • Participates in RingCentral management efforts to maintain high morale, low attrition, and excellent teamwork.
  • Measures team performance on a regular basis to ensure trends are quickly understood and efficiency / efficacy of the team is optimized.
  • Maintain and grow monthly recurring revenue for RingCentral’s most valued customers
  • Forecast downsell and churn well ahead of it happening and work to address those customers’ concerns early.
  • Project Management – quarterbacking internal and external initiatives
  • Develop strong customer relationships and serve in the role of RingCentral trusted partner
  • Ensure customer satisfaction: addressing technical demands, managing escalations and driving ROI realization
  • Partner cross-functionally with support, professional services, sales and marketing departments to achieve high customer satisfaction and account growth

Desired Qualifications:

  • 8+ years enterprise-level customer success experience at a SaaS company
  • 5+ years Customer Success Management experience
  • Proven track record of achieving and exceeding adoption, revenue and customer satisfaction goals
  • Driven by personal, team and company achievement with a commitment to excellence
  • Possess blend of technical expertise and sales acumen wrapped in a strong customer-centric mentality
  • Strong analytical, problem-solving and dot connecting skills with the ability to develop quick, accurate situational awareness
  • Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues
  • Experience and comfort interacting with and influencing C-level executives
  • Strong communication skills – written and verbal – with an understanding of situational best practices
  • Excellent presentation skills – from small to large audiences
  • Ability to lead, manage or influence both internal RingCentral resources as well as customer resources to achieve successful outcomes
  • Experience with Data and Analytics, VoIP, and Contact Center technology
  • BS or equivalent education and relevant experience

What we offer: 

RingCentral offers all the work/life benefits you could ever want, (and none of the micromanagement.)

  • Comprehensive medical, dental, vision, disability, life insurance
  • Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter Benefits
  • 401K match and ESPP
  • Flexible PTO
  • Wellness programs including 1:1 wellness coaching through TaskHuman and meditation guidance through Headspace
  • Paid parental leave and new parent gift boxes
  • Pet insurance
  • Employee Assistance Program (EAP) with counseling sessions available 24/7
  • Rocket Lawyer services that provide legal advice, document creation and estate planning
  • Employee bonus referral 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.

If you are hired in Colorado, the compensation range for this position is between $146,400.00 and $219,600.00 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.