[Remote] Customer Success Manager, Mid Market

Note: The job is a remote job and is open to candidates in USA. RingCentral is a leading provider of business cloud communications and contact center solutions. The Customer Success Manager focused on Mid Market will support high-profile customers by driving adoption of the platform, addressing customer needs, and managing renewals and upsell opportunities.

Responsibilities

• 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 account team
• Accurately maintain/update a rolling 120 day forecast of your accounts and communicate any renewal risk to internal resources in order to develop resolution strategies

Skills

• 1-4 yrs. direct and verifiable enterprise-level customer success, consulting or account management experience for a SaaS or Start Up company
• Bachelor's Degree or equivalent experience in Customer Success, Consulting or Account Management
• Proven experience working with stakeholders and efficiently communicating internal and external voices
• Strong skills in verbal and written communications, bias to action, and task management
• Knowledge of Salesforce

Benefits

• Comprehensive medical, dental, vision, disability, life insurance
• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
• Voluntary supplemental health coverage and life insurance
• 401K match and ESPP
• Paid time off and paid sick leave
• Paid parental and pregnancy leave
• Family-forming benefits (IVF, Preservation, Adoption etc.)
• Emergency backup care (Child/Adult/Pets)
• 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 1:1 coaching, perks and discounts program

Company Overview