[Remote] VP - Global Customer Success at RingCentral

United States

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12 years of enterprise-level customer success experience at a SaaS company
10 years of Customer Success Management experience leading a global organization
10 years of experience as a manager of teams
Proven track record of achieving and exceeding adoption, revenue, and customer satisfaction goals
Strong technical expertise and sales acumen wrapped in a strong customer-centric mentality
Strong analytical (data-driven focus), problem-solving, and dot-connecting skills
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

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