Customer Success Team Lead

Say hello to opportunities.
 

It’s not every day 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 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 more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers. 

We are seeking an experienced Team Lead, Customer Success & Retention to lead a dynamic team dedicated to reducing customer churn, enhancing loyalty, and driving revenue retention. In this role, you will oversee the development and execution of strategic initiatives to maintain above-industry retention standards, elevate customer satisfaction, and contribute to a high Net Promoter Score (NPS). You will combine leadership, analytical rigor, and customer-centric problem-solving to foster a culture of excellence within your team while collaborating cross-functionally to achieve business goals.

This role requires on-site presence at our office 4 days a week to support effective collaboration and teamwork.
Key Responsibilities:

Strategic Leadership & Team Management:
 

• Lead, mentor, and grow a team of Customer Success and Retention Specialists, fostering a collaborative and results-driven environment.

• Design and implement retention strategies, playbooks, and training programs to empower the team to address customer concerns, resolve escalations, and mitigate churn.

• Conduct regular performance reviews, set KPIs, and provide coaching to ensure alignment with company objectives.

Customer Experience & Retention:

• Oversee high-priority customer cases, ensuring swift resolution of issues and ethical decision-making that balances customer needs with business goals.

• Analyze retention metrics (e.g., churn rate, NPS, customer lifetime value) to identify trends, forecast risks, and recommend proactive solutions.

• Partner with Sales, Account Management, and Product teams to align retention strategies with broader business initiatives and upsell opportunities.

Process Optimization & Collaboration:

• Refine workflows, tools, and communication protocols to improve efficiency and customer outcomes.

• Drive adoption of CRM systems (e.g., Salesforce) and ensure accurate documentation of customer interactions.

• Present data-driven insights and strategic recommendations to senior leadership.

Compliance & Culture:

• Ensure adherence to company policies, legal standards, and ethical practices in all customer interactions.

• Promote a culture of empathy, accountability, and continuous improvement within the team.

Qualifications:

• Bachelor’s degree in Business, Marketing, or related field; Master’s degree a plus.

• 5+ years of experience in customer success, account management, or retention roles, with 2+ years in a leadership capacity (telecom, SaaS, or UCaaS industries preferred).

• Proven success in reducing churn and exceeding retention targets.

• Strong leadership, conflict resolution, and collaborative problem-solving abilities.

• Advanced proficiency in CRM platforms, data analysis tools, and Microsoft Office Suite.

• Exceptional communication (written, verbal, presentation) and interpersonal skills.

• Strategic thinker with a proactive, results-oriented approach and a passion for mentoring teams.

Preferred Qualifications:

• Certifications in Customer Success (e.g., CCSM, SuccessCOACHING).

• Deep understanding of small business customer dynamics and SaaS/telecom technologies (e.g., VoIP, UcaaS).

What we offer:

• Well-coordinated professional team.

• Cutting edge technologies, interesting and challenging tasks, dynamic project, great opportunities for self-realization, professional and career growth.

• Additional Health and Life Insurance Package.

• Employee Assistance Program.

• 25 vacation days.

• 200 BGN Digital Food Vouchers via EdenRed and their application.

• 120 BGN Gross as part of the salary for Working Expenses Allowance.

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.