[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.ResponsibilitiesEncourage customers to utilize new features that will help them drive their business forwardProvide insight and relay customer feedback with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and EngineeringEvaluate churn and downsell risk for each customer using scoring tools and proactively address dissatisfaction or feature gaps to drive retention throughout the customer life cycleRecommend programs that ensure that customers are successfully adopting our platform that align to their business needsConduct quarterly customer success reviews to ensure customers get the most value out of their RingCentral investmentsAlign customers with the enablement resources to drive adoptionBe a self starterTrack renewals and identify opportunities for upsells and cross-sells within your assigned customer baseAnalyze customer usage data and key CS indicators to identify trends, potential risks (like churn), and opportunities for engagement and growthProficiency with customer success platforms, AI, automation tools, and other digital technologiesComfort working in a fast-paced environment and managing multiple customer engagements simultaneouslyOwn, drive and manage the renewals process in collaboration with the account teamAccurately maintain/update a rolling 120 day forecast of your accounts and communicate any renewal risk to internal resources in order to develop resolution strategiesSkills1-4 yrs. direct and verifiable enterprise-level customer success, consulting or account management experience for a SaaS or Start Up companyBachelor's Degree or equivalent experience in Customer Success, Consulting or Account ManagementProven experience working with stakeholders and efficiently communicating internal and external voicesStrong skills in verbal and written communications, bias to action, and task managementKnowledge of SalesforceBenefitsComprehensive medical, dental, vision, disability, life insuranceHealth Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefitsVoluntary supplemental health coverage and life insurance401K match and ESPPPaid time off and paid sick leavePaid parental and pregnancy leaveFamily-forming benefits (IVF, Preservation, Adoption etc.)Emergency backup care (Child/Adult/Pets)Employee Assistance Program (EAP) with counseling sessions available 24/7Free legal services that provide legal advice, document creation and estate planningEmployee bonus referral programStudent loan refinancing assistanceEmployee 1:1 coaching, perks and discounts programCompany OverviewRingCentral is a provider of enterprise cloud communications and collaboration solutions. It was founded in 2003, and is headquartered in Belmont, California, USA, with a workforce of 5001-10000 employees. Its website is https://www.ringcentral.com.



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