Customer Success Manager, Mid Market
RingCentral
full-time
Posted on:
Location Type: Remote
Location: Colorado • United States
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Salary
💰 $74,000 - $137,000 per year
Job Level
About the role
- 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.
Requirements
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer successaccount managementconsultingchurn analysisupsellingcross-sellingdata analysistask managementstakeholder communicationcustomer engagement
Soft Skills
self-starterverbal communicationwritten communicationbias to actionorganizational skillsproactive problem solvingcollaborationadaptabilitycustomer advocacyrelationship building