VP - Global Customer Success

Say hello to opportunities.

It's not everyday that you consider starting a new career. We're RingCentral, 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.

RingSense 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.

We're currently seeking a VP of Customer Success who can help ensure effective adoption of RingCentral's products and services leading to high renewal rates and expansion opportunities. The VP of Customer Success will lead the CSM organization globally to ensure customers achieve their business outcomes with RingCentral. They will work collaboratively across the organization to ensure customers are represented throughout every customer life-cycle stage. The ideal candidate will help create a companywide culture focused around the customer journey with RingCentral products.

The ideal candidate for this position has successfully led a telephony, software and / or SaaS-based customer success organization, is an innovative problem solver who is passionate about customer success, knowledgeable of go-to-market strategies, and able to articulate the value of our brand promise. They will also posses the ability to create and implement new processes and strategies lading to world class renewal rates and reduced churn.

Responsibilities :

Overall responsibility for global customers supported by CSMs

Achieve adoption, revenue growth, retention, renewals, and margin goals for segment teams

Participated in RingCentral management efforts to maintain high morale, low attrition, and excellent teamwork

Measures team performance on a regular basis to ensure trends are quickly understood and efficiency / efficacy of the team is optimized

Develop strong customer relationships and serve as the RingCentral trusted partner

Ensure customer satisfaction : drive ROI realization and manage escalations as needed

Serve as an industry thought leader, sharing Customer Success best practices throughout the organization

Partner cross-functionally with support, professional services, sale, and marketing departments to achieve high customer satisfaction and account growth

Desired Qualifications :

12+ years enterprise-level customer success experience at a SaaS company

10+ years Customer Success Management experience leading a global organization

10+ years experience as a manager of teams

Proven track record of achieving and exceeding adoption, revenue, and customer satisfaction goals

Driven by personal, team, and company achievement with a commitment to excellence

Possess blend of technical expertise and sales acumen wrapped in a strong customer-centric mentality

Strong analytical (data-driven focus), 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 an understanding of situational best practices

Excellent presentation skills - from small to large audiences

Ability to lead, manage or influence both internal RingCentral resources as well as customer resources to achieve successful outcomes

BA / BS Degree in a related discipline or equivalent experience

What we offer :

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

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 perks and discounts program

RingCentral's Customer Success team is all about the customer, ensuring every user is able to effectively put our products to work. As the primary point of contact, you'll champion customer needs, share deep product knowledge, provide innovative solutions, build relationships, and drive success.

RingCentral's work culture is the backbone of our success. And don't just take our word for it : we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line : We are committed to hiring and retaining great people because we know you power our success.

About RingCentral

RingCentral, Inc. (NYSE : RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone(MVP) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world.

RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations for individuals with disabilities during our application and interview process. If you require such accommodations, please click on the following link to learn more about how we can assist you.

If you are hired in Colorado, California, Hawaii, Nevada, New York, Maryland, Washington, Connecticut, Rhode Island, the compensation range for this position is between $205,000 and $390,950 for full-time employees, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.