ringDNA is a revenue acceleration platform that uses AI to transform sales teams into high-performing revenue engines. The leading choice for Salesforce customers like Hewlett Packard Enterprise, Nutanix and Autodesk, ringDNA offers a complete solution for sales engagement, sales playbook execution, performance insight, conversation intelligence and much more. Backed by Goldman Sachs, Bryant Stibel and Palisades Growth Capital, ringDNA was named one of Deloitte's 2020 Technology Fast 500, a 2021 Cool Vendor by Gartner, one of the "Best Places to Work" by BuiltinLA and Comparably, and "One of The Best Privately Owned Companies in America" by Entrepreneur magazine.

ringDNA offers talented candidates a chance to work with executive mentors in a rapid growth environment where teammates are passionate about our transformative technology, vibrant culture and collaborative mindset. See why people love working at ringDNA.

Who We’re Looking For

The Senior Manager of Global Customer Success will be responsible for leading the global team of customer success professionals. This role reports into the VP of Customer Success. This role will partner with Sales and cross-functional leaders to develop and execute strategies that drive the success of our customers. You will be a part of the broader global Sales and Customer Success leadership team. You will build and develop a world-class team that lives ringDNA’s values - genuine care and passion in everything that we do! Working closely with Sales and the Customer Success team, you will be responsible for ensuring the successful adoption, maturity, growth and retention of our customers. You will engage with strategic customers throughout their journey, establishing long-term executive relationships that help ensure they realize the full value of ringDNA. You will also be part of defining and driving key initiatives, processes, tools and programs across the Customer Success organization. You will ensure that your team delivers on retention and growth targets and key performance metrics. 

What you will be doing:

• Build, lead and develop a world-class team of CSMs with strength and passion for customer happiness and proactively helping to uncover upsell and cross sell potential.
• Contribute to overall Customer Success vision and strategy 
• Partner with Sales leadership, cross-functional teams, and the Customer Success team to develop and execute strategies that create successful, growing customers
• Proactively identify opportunities to evolve our Customer Success playbooks and programs
• Continuously streamline and scale out our Customer Success processes/systems
• Deliver targets and key metrics through operational excellence
• Drive change globally and more broadly, marshaling and guiding resources to implement impactful, scalable solutions
• Work with the team to create customer wins, model customers, references and case studies
• Establish trusted, consistent relationships with customer executives to ensure and drive their success
• Prioritize investment of resources and efforts with customers

What you should have:

• 5+ years management experience overseeing a team of seasoned and new Customer Success Managers
• 10+ years of experience in customer success, preferably with strong exposure to SaaS sales automation solutions
• Experience in leading Customer Success teams that drive retention and upsell/cross-sell.
• Appreciates the art and science of strategic relationships/selling
• Proven success in establishing a clear vision and driving change within a Customer facing organization 
• Demonstrated experience leading and working in a dynamic, high-growth environment
• Strong commitment to growing and developing team members 
• Track record of delivering against targets and KPIs 
• Customer-centric mindset that informs strategies, tactics and execution 
• Excellent executive-level communication skills both with customers and internally
• Experience building executive relationships and driving/influencing change with large, complex organizations (e.g. F500)
• Diplomacy, tact, and poise under pressure when working through customer issues
• Experience working on internal process/systems improvements with Salesforce.com and Sales/CS automation tools are preferred
• Incredibly passionate, self-driven, proactive leader with innovative ideas to inspire customer loyalty and adoption
• Very adaptable and enjoys fast paced, dynamic start-up environment
• Welcomes coaching and raw feedback for continuous improvement
• Extremely curious, thinks outside of the box, and vocalizes
• Strong attention to detail and execution