Strategic Customer Success Manager
RingCentral
full-time
Posted on:
Location Type: Remote
Location: Remote • North Carolina, South Carolina, Virginia, West Virginia • 🇺🇸 United States
Visit company websiteSalary
💰 $80,850 - $115,500 per year
Job Level
SeniorLead
Tech Stack
DNSFirewallsTCP/IPVoIP
About the role
- Cultivate and maintain deep, trusted relationships with key customer stakeholders, including C-level executives and IT leadership.
- Proactively identify expansion opportunities and recommend solutions that align with their strategic vision.
- Act as a technical authority, recommending and assessing network hardware, software, and platform-specific design elements for complex global unified communication, contact center (including inContact and RingCX), and UCaaS/SaaS environments.
- Drive customer adoption and utilization of new features, ensuring they extract the most value from our platform.
- Proactively identify and mitigate churn or downsell risks, addressing dissatisfaction and feature gaps across the customer lifecycle.
- Lead regular cadences, including quarterly and annual business reviews, to demonstrate ROI and foster long-term partnerships.
- Quarterback internal and external initiatives, running multiple complex projects concurrently.
- Serve as the primary liaison between the customer and RingCentral's internal teams (Sales, Marketing, Product, Technical Support, Operations, Finance, and Engineering).
Requirements
- 7+ years of verifiable enterprise-level customer success, technical account management, or consulting experience within a SaaS company, specifically with global contact center solutions.
- Proven expertise in Contact Center technology, either as a provider or from a role in Contact Center Operations.
- Experience with inContact products and building/adjusting RingCX products is highly preferred.
- Exceptional ability to build strong, lasting relationships and influence C-level executives and technical stakeholders, adapting communication for diverse audiences.
- Demonstrated experience in strategic planning and project management, with the ability to lead complex initiatives and balance multiple priorities in a fast-paced environment.
- Deep knowledge of VoIP technology (SIP, RTP, QoS, CoS, codecs) and advanced network troubleshooting (LAN/WAN, routers, firewalls, switches, PBX, TCP/IP, DNS).
- Strong analytical skills to identify, analyze, interpret, and solve both practical and highly complex technical problems.
- Proficiency with CRM software (e.g., Salesforce) and Microsoft Office Suite (Excel, PowerPoint, Word).
- High level of empathy, strong customer service best practices, and a driven, self-motivated approach to achieving results.
- Bachelor's degree in Business, Communication, or a related technical field, or equivalent relevant work experience.
Benefits
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Contact Center technologyinContact productsRingCX productsVoIP technologySIPRTPQoSCoSnetwork troubleshootingadvanced network troubleshooting
Soft skills
relationship buildinginfluencing C-level executivesstrategic planningproject managementanalytical skillscustomer serviceempathycommunicationself-motivatedadaptability