Customer Success Management Supervisor at RingCentral

Manila, Metro Manila, Philippines

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, BPOIndustries

Requirements

5+ years of customer or account management experience including 2+ years managing high-performing Customer Success teams at a SaaS or telecommunications company
Experience in hiring, mentoring, and growing a team of Customer Success Managers
BA/BS degree or equivalent work experience, MBA preferred
Expertise on Customer Success with proven experience driving adoption and leveraging customer success best practices
Strategic Thinking Skills with demonstrated ability to develop strategies to address business metrics, translate them into initiatives, and track successful delivery
Executive Leadership Skills with executive presence, communication that drives results and motivates the team, and experience working with senior (C-level) executives
Collaboration and Communication Skills with demonstrated ability to effectively collaborate across organizational boundaries and thrive in ambiguity
Solution Oriented with experience effectively addressing escalated client issues with speed and urgency
Willing to work on night shift
Willing to work on hybrid setup (10-11 days in office per month, Cubao or Ortigas)
Managing Strategic Accounts

Responsibilities

Drive value for RingCentral’s customers by being an expert on best practices in change management, finding ways for CSMs to deeply understand customers’ objectives and deliver value-based solutions, and determining how to define, drive, and demonstrate ROI delivered
Drive alignment with internal teams including Renewals and Sales Managers and Expansion teams by aligning with R&E on renewal and up-sell strategy and focusing on selling with a retention focus
Recruit, mentor, and inspire a world-class team by setting expectations, giving feedback, conducting interviews, and creating a customer-first culture
Drive operational excellence by continuously tracking and communicating metrics to the team to promote transparency, drive behaviors, and report on metrics
Manage a group of Customer Success Managers to drive value for RingCentral’s Customers

Skills

Key technologies and capabilities for this role

Customer SuccessTeam ManagementChange ManagementROI AnalysisRenewalsUpsell StrategyRecruitingMentoringPerformance ManagementSales Collaboration

Questions & Answers

Common questions about this position

What experience is required for the Customer Success Management Supervisor role?

You need 5+ years of customer or account management experience, including 2+ years managing high-performing Customer Success teams at a SaaS or telecommunications company, plus experience in hiring, mentoring, and growing such teams.

What is the salary or compensation for this position?

This information is not specified in the job description.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What are the key responsibilities of the Customer Success Management Supervisor?

The role involves managing Customer Success Managers to drive customer value, acting as an expert on best practices in change management and ROI, partnering with internal teams like Renewals and Sales, recruiting and mentoring the team, and driving performance through metrics.

What education is required for this role?

A BA/BS degree or equivalent work experience is required, with an MBA preferred.