Customer Success Manager

Say hello to opportunities. It’s not everyday that you consider starting a new career. We’re Ring Central, 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.

Ring Sense 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.

• Candidate must reside in MST or PST state

This is where you and your skills come in.
We’re currently looking for a Customer Success Manager. The role serves as the direct support function to some of Ring Central’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 needs.

• Develop strong customer relationships and serve in the role of Ring Central trusted partner.
• Proactively drive adoption across Ring Central’s multiple product technology stack to ensure customers are maximizing ROI.
• Ensure customer satisfaction: facilitate QBRs, execute on mutual success plans, address technical demands, engage appropriate resources to ensure issues are being handled and escalated in a timely manner.
• Mitigate churn risk and protect portfolio MRR growth.
• Maintain and grow monthly recurring revenue for Ring Central's most valued customers.
• Project Management – quarterback internal and external initiatives.
• Act as sales liaison, build internal relationships to help drive growth expansion inside of the account, manage partner relationship to better support premium Ring Central customers.
• Partner cross‑functionally with support, professional services, sales and marketing segments to create customer success that drives positive customer satisfaction and account growth.
• Execute and build out an Adoption strategy through consistent weekly, bi‑weekly or quarterly business reviews to have a proactive approach with the account base.

• 3 to 7 years plus of direct and verifiable major accounts‑level customer success experience.
• Proven track record of success with a verifiable history of exceeding customer satisfaction and adoption goals.
• Driven by personal, team and company achievement with a commitment to excellence.
• Possess that rare 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 understanding of situational best practices.
• Excellent presentation skills – from small to large audiences.
• Ability to lead, manage or influence both internal Ring Central resources as well as customer resources to achieve successful outcomes.
• Experience with VoIP technology, Contact Center technology and terminology including SIP, RTP, QoS, COS, and codecs preferred.
• Knowledgeable in advanced network troubleshooting and terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4) preferred.
• BS or equivalent education and relevant experience.

• Comprehensive medical, dental, vision, disability, life insurance
• Health Savings Account (HSA), Flexible Spending Account (FSA) and Commuter benefits
• 401 K 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…