Customer Success Strategy Lead

| Remote
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Some people go to work.  

What if you could support solutions that are changing the way the world communicates?  

What if you had the freedom of a startup and the resources of a global enterprise? 

You’d break new ground. Raise the bar for performance. And do career-defining work.  

That’s exactly the kind of environment we’re building together at RingCentral. 

Some people go to work.  

At RingCentral, you’ll change the way the world works. 

RingCentral is the 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.

We’re a $1.5 billion company that’s growing at 30+% annually and we’re expanding our Enterprise Sales Team to make sure we stay ahead of the competition.

The RingCentral Customer Success team does more than engage with customers. We build, grow and nurture relationships—from small businesses to global enterprises. We’ve become the #1 global cloud-based communications provider because we deliver an unparalleled value proposition to customers, and we’re changing the nature of communications. That’s why RingCentral is the largest and fastest-growing pure-play provider in our space, with a market capitalization of over $30 billion, 30%+ annual growth and a $1+ billion annual revenue run-rate. It’s an atmosphere of unlimited opportunity, where you’ll be supported by massive resources, unmatched training and a diverse, dynamic culture that’s built for winning, together.

As proud of our working environment as we are of our market success. You’ll find all the training, opportunity and resources you could ever want here - with all the work/life benefits you expect, and none of the micromanagement. RingCentral regularly brings home Best Place To Work awards from locations all over the world, and outstanding company ratings on Glassdoor and Comparably!

RingCentral surrounds you with extraordinary technology and talent, in a people-first environment built from the ground up to help you do the best work of your career.

What we’re currently looking for: 

We are looking for a Customer Success Strategy Lead to help build out RingCentral’s end-to-end Adoption & Usage Strategy. You’ll be responsible for delivering customer-focused analyses and data-led recommendations, turning qualitative & quantitative research on customer behavior into actionable insights that will shape the future of how we interact with our customers. This role will include components of analytics (e.g. analyzing and identifying trends in data), strategy (e.g. translating insights into actionable programs and/or playbooks), and program management across key strategic initiatives that accelerate adoption. This is a tremendous opportunity to help design, implement, and run a core capability that will transform how RingCentral delivers value for our customers.

  • Define and own the end to end customer usage strategy: develop analysis and conduct customer research to identify activities that increase usage & adoption by customer segments, product lines, and journey stages.
  • Develop a customer usage & adoption journey map that prescribes the critical steps across the customer lifecycle that drive stickiness and maximize customer outcomes.
  • Be a thought partner and strategic advisor to internal stakeholders across Customer Success, Sales, Marketing, Support, and Product to ensure customer insights are being interpreted and properly actioned on.
  • Perform ad-hoc analyses and identify strategic actions for business executives and stakeholders across GTM programs.
  • Directly influence GTM strategy by communicating data-driven recommendations clearly and in a compelling way
  • Design and deliver cross-functional GTM initiatives related to customer usage and adoption growth

To succeed in this role you must have experience in:

  • 5+ years of total work experience, with at least 2-3 year of experience in GTM Analytics, Customer Success/Sales Ops or other customer data-oriented role
  • Excellent analytical and problem-solving capabilities; have familiarity with and passion for effectively leveraging data to drive positive company outcomes
  • You take a proactive, consultative approach, building trust consistently and quickly
  • You work well under pressure, with a high degree of adaptability and autonomy in a fast-paced, rapidly changing environment
  • Ability to work on multiple priorities that span different areas of the business
  • Background in project management with the ability to lead initiatives in a cross-functional environment
  • Exceptional verbal and written communication skills; ability to create and deliver compelling presentations to senior business audiences
  • Highly skilled with Excel and Powerpoint
  • Experience at a large consultancy is a plus.
  • Bachelor degree required

What We Offer:

RingCentral offers all the work/life benefits you could ever want, (and none of the micromanagement.)

  • Comprehensive medical, dental, vision, disability, life insurance 
  • Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter Benefits 
  • 401K match and ESPP 
  • Flexible PTO 
  • Wellness programs including 1:1 wellness coaching through TaskHuman and meditation guidance through Headspace 
  • Paid parental leave and new parent gift boxes 
  • Pet insurance 
  • Employee Assistance Program (EAP) with counseling sessions available 24/7 
  • Rocket Lawyer services that provide legal advice, document creation and estate planning 
  • Employee bonus referral program 

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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • PythonLanguages
    • OracleDatabases
    • ConfluenceManagement
    • MedalliaCMS
    • BoxCMS
    • SalesforceCRM

Location

We are located in the Denver Tech Center.

An Insider's view of RingCentral

How do you collaborate with other teams in the company?

Our product makes collaboration at the core of our company. I like to leverage face-to-face communication and connect directly with other teams to discuss ways that we could be more effective in our hiring strategies. We are the type of company where people actually want to have direct connections because it preserves our values and our culture.

Anthony Smith

Team Lead, GSS Recruiting

How does the company support your career growth?

RingCentral is where I feel my career really took off. The career growth here is personalized, thoughtful, and supported by mentors and management. I love the work that I do and feel like my personality bleeds through into everything I touch. I have never felt so connected to an organization and I know there is only more good things ahead!

Melissa Regan

Manager, Global Onboarding & Enablement

How do you make yourself accessible to the rest of the team?

Being accessible is critical to RingCentral’s culture and success. I ensure I keep my door open and sit on the floor with the team. To me, nothing should prohibit you from being available to your team and others. I am glad to work at a company that gives me the tools and technology to connect - even when I am 300 miles away!

Ayub Mohammed

AVP, Small Business Sales

What are RingCentral Perks + Benefits

RingCentral Benefits Overview

RingCentral fosters career development and provides leadership training, education, workshops, and coaching for all employees. RingCentral promotes a healthy work-life balance by providing catered breakfast and lunch daily, as well as a kitchen stocked with a variety of complimentary beverages and delicious snacks.

At RingCentral, we offer a competitive benefits package including medical, dental, vision, 401K, Employee Stock Purchase Plans and many more perks!

Culture
Volunteer in local community
Through our CSR program, RCause, we take pride in our commitment to inclusivity, sustainability, and giving back to our communities. We offer employee matching and Volunteer Time Off.
Partners with Nonprofits
At RingCentral, we partner with nonprofits that drive impact towards environmental sustainability, social impact and responsible governance.
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Our dedicated Learning & Development initiatives include Unconscious Bias AND Diversity & Inclusion training which are core to our mission in fostering, educating, and building our inclusive workforce
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
From Black Lives Matter, Women leaders, Pride, Hispanic heritage, Mothers and more, these employee-led ERG’s are a special part of our culture that we take pride in supporting and growing.
Hiring Practices that Promote Diversity
Our active hiring practices don’t discriminate on the basis of race, color, creed, religion, national origin, sex, sexual orientation, disability, age, marital or veteran status.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
RingCentral employees can contribute up to $5000 annually for Dependent Care FSA and up to $2750 for Health Care FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Our pet insurance policy can cover up to 50% of out of pocket expenses.
Wellness Programs
Our wellness programs include fitness and yoga classes, meditation and nutrition sessions and more, to keep all our employees feeling their best!
Onsite Gym
Team workouts
Besides RingCentral's onsite gym, we do many fitness classes that promote working together and having fun!
Mental Health Benefits
Mental health is very important to us, that’s why we have partnered with Headspace, offer counseling options, and conduct frequent virtual yoga and meditation sessions, to support our employees.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
RingCentral makes a matching contribution of 50% of your first 6% deferred.
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
We offer employee matching for charitable donations and through our Dollars for Doers program, RCause will donate $10/hr on behalf of any employee volunteering at the nonprofit of their choice.
Child Care & Parental Leave Benefits
Child Care Benefits
Supporting our working mothers, we’ve partnered with Milk Stork to deliver milk to their babies when traveling. We also send out gift boxes to all our new mothers and fathers!
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Company sponsored family events
RingCentral sponsors family oriented events ___.
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
RingCentral offers employees professional development opportunities like Onsite training courses.
Diversity Program
Lunch and learns
Promote from within
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