[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. RUCKUS Networks shapes the future of communications technology, pushing past what is possible. They are seeking a Customer Success Manager to take full post-sales ownership of customer accounts, focusing on customer satisfaction, revenue retention, and business expansion by aligning customer goals with RUCKUS solutions.ResponsibilitiesTake full post-sales ownership of mid-tier and lower-tier customer accounts across a defined verticalFocus on customer satisfaction, revenue retention, and business expansion by aligning customer goals with RUCKUS solutionsWork closely with Sales, Renewals, Product, and Operations teams to ensure customers realize the full value of our services while maintaining operational integrity and long-term account healthDrive customer value through strategic account planning and executionDevelop a strong understanding of business objectives, OKRs, and long-term priorities, aligning Ruckus solutions to deliver measurable outcomesEnsure consistent service delivery while building strong, trusted relationshipsTake ownership of renewals, supporting customer retention and long-term engagement, while also identifying opportunities for upselling, cross-selling, and service growth across assigned accountsImplement CAPs, CIPs, and SIPs to enhance service performance and address customer challengesEnsure compliance with licensing, inventory tracking, and contractual obligations, helping to mitigate risk and maintain operational integrityMaintain working knowledge of Ruckus tools and platforms, providing customers with guidance to improve visibility, efficiency, and overall successSkillsBachelor's degree in computer science, information technology, Engineering, or related field; or equivalent practical experienceProven experience in Customer Success, Account Management, Technical Account Management, or equivalent in a technology / networking / SaaS environmentStrong presentation skills and proficiency with PowerPoint (PPT) and documentation toolsHigh data literacy: able to interpret dashboards, trends, and KPIs and convert them into clear narratives and recommendationsGood product and technical understanding, ideally in networking or infrastructureFundamental of AAA, DHCP, DNS, Firewall (FW), WIFI and related networking conceptsWorking knowledge of ITIL certificationAbility to travel up to 25% with clients in South America and US to the customer siteHigh level of English and SpanishStrong presentation skillsITIL certificationCompany OverviewRUCKUS Networks offers network infrastructure solutions, including Wi-Fi access points, IoT systems, and enterprise switches. It was founded in 2002, and is headquartered in Sunnyvale, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.ruckusnetworks.com.