VP of Customer Success

Employment Type: Full-time

Position Overview

RingCentral is seeking a VP of Customer Success to lead our global Customer Success Management (CSM) organization. This role is crucial for ensuring effective adoption of RingCentral's products and services, driving high renewal rates, and identifying expansion opportunities. The ideal candidate will foster a company-wide culture focused on the customer journey and help customers achieve their business outcomes with RingCentral.

About RingCentral

RingCentral is 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 over $250 million annually in our AI-enabled technology and platforms, including our proprietary AI solution, RingSense AI.

Responsibilities

• Global Customer Oversight: Assume overall responsibility for global customers supported by CSMs.
• Goal Achievement: Achieve adoption, revenue growth, retention, renewals, and margin goals for segment teams.
• Team Management: Participate in RingCentral management efforts to maintain high morale, low attrition, and excellent teamwork.
• Performance Measurement: Regularly measure team performance to quickly understand trends and optimize team efficiency and efficacy.
• Customer Relationships: Develop strong customer relationships and serve as a trusted RingCentral partner.
• Customer Satisfaction: Ensure customer satisfaction, drive ROI realization, and manage escalations as needed.
• Thought Leadership: Serve as an industry thought leader, sharing Customer Success best practices throughout the organization.
• Cross-Functional Collaboration: Partner cross-functionally with support, professional services, sales, and marketing departments to achieve high customer satisfaction and account growth.

Desired Qualifications

• 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.
• Driven by personal, team, and company achievement with a commitment to excellence.
• Possesses a blend of technical expertise and sales acumen with 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 and customer resources to achieve successful outcomes.
• BA/BS Degree in a related discipline or equivalent experience.

What We Offer

• Comprehensive medical, dental, vision, disability, and life insurance.
• Health Savings Account (HSA), Flexible Spending Account (FSAs), and Commuter benefits.