Customer Success Programs Manager

Say hello to possibilities.

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 the $2 billion global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction-giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.

This is where you and your skills come in. We're currently looking for: A Senior Manager, Customer Success Programs to support our customer success organization. At RingCentral, our Customer Success Managers serve as the owner of the post-sales relationship with our most valued and high-profile customers. As the Senior Manager, Customer Success Programs, your primary responsibility will be to focus on building playbooks, success plans, communities, and offerings for CSMs across all segments. You will help the team in driving innovation in our Customer Success practice.

To succeed in this role you must have experience in:

• Build our Customer Success playbooks, templates and success plans that support key CS activities

• Lead and develop the CS community to support the CS org, serving as a primary internal point of contact and the voice of the CSM profession

• Align with cross-functional teams (marketing, product, sales, professional services, support, training) to create offerings for CSMs to deploy with customers across all segments

• Primary liaison for Enablement priorities and strategy within the CS organization

• Develop and execute programs and projects as needed by the CS leadership team in partnership with other key CS support functions including operations and enablement

• Evaluate program effectiveness and continuously iterate based on feedback and program metrics

• Lead the consolidation and messaging for our RingCentral Customer Journey by working with different cross functional teams

• Standardize the Global CS model and best practices, while taking into account regional differences.

• Collaborate/Define data insights for our CS organization in conjunction with the strategy & operations team

• Create, implement and oversee communications programs for the CS organization.

Desired Qualifications:

• 12+ years enterprise-level Customer Success, Program Management, & Customer Success Support Experience

• Ability to connect the dots organizationally and influence partners from various roles, levels, and profiles to drive teamwork and program excellence

• Self-motivated while approaching work with empathy and a creative, problem solving mindset

• Outstanding time and process management skills, ensuring nothing slips through the cracks

• Treats work like a craft, constantly honing and refining skills to adapt to an ever-changing landscape

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

• Flexible vacation

• Wellness programs including 1:1 coaching and meditation guidance

• Paid parental and pregnancy leave and new parent gift boxes

• Family-forming benefits (IVF, Preservation, Adoption etc.)

• Emergency backup care (Child/Adult/Pets)

• Parental support for children with developmental and learning disabilities

• Pet insurance

• 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 Global Service and Support team leads the post-sale experience for our customers-making sure their every need is met, and that they're able to use our products effectively and easily. As our customers' central point of contact, you'll champion their needs, share deep product knowledge, provide innovative solutions, and build relationships that show our customers what powering human connection really means.

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. RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now.

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.

If you are hired in Colorado the compensation range for this position is between $105,480.00 and $131,850.00 for full-time employees in Colorado, 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.

If you are hired in California or New York the compensation range for this position is between $111,600.00 and $139,500.00 for full-time employees in Colorado, 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.