• Encourage customers to utilize new features that will help them drive their business forward • Provide insight and relay customer feedback with internal teams, including Sales, Marketing, Product, Technical Support, Operations, Finance and Engineering. • Evaluate churn and downsell risk for each customer using scoring tools and proactively address dissatisfaction or feature gaps to drive retention throughout the customer life cycle. • Recommend programs that ensure that customers are successfully adopting our platform that align to their business needs. • Conduct quarterly customer success reviews to ensure customers get the most value out of their RingCentral investments. • Align customers with the enablement resources to drive adoption. • Be a self starter. • Track renewals and identify opportunities for upsells and cross-sells within your assigned customer base. • Analyze customer usage data and key CS indicators to identify trends, potential risks (like churn), and opportunities for engagement and growth. • Proficiency with customer success platforms, AI, automation tools, and other digital technologies. • Comfort working in a fast-paced environment and managing multiple customer engagements simultaneously. • Own, drive and manage the renewals process in collaboration with the account team. • Accurately maintain/update a rolling 120 day forecast of your accounts and communicate any renewal risk to internal resources in order to develop resolution strategies.

• Take ownership of client relationships by thoroughly understanding their unique needs, objectives, and how they measure value and success • Actively manage client health by continuously monitoring and assessing account satisfaction, addressing any concerns, and implementing strategies to enhance the overall experience with Veriforce • Identify expansion opportunities and take ownership of the client renewal process to grow client relationships and ensure continued success • Apply strong process and project management skills to effectively navigate clients and internal teams through complex initiatives, ensuring successful outcomes • Conduct thorough business reviews and make on-site client visits to ensure that our clients’ evolving needs are met and to identify growth possibilities • Collaborate closely with Sales, Professional Services, Support, Finance, and Product to facilitate seamless handoffs and provide comprehensive guidance to clients throughout their journey • Develop deep and comprehensive industry and product knowledge • Serve as the voice of our customers, providing valuable insights to inform our sales processes and shape the product roadmap • Leverage data-driven insights to create strategic account plans and proactively deliver valuable information to customers, reinforcing the partnership's value, fostering trust, and nurturing customer advocacy

Role Description This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Customer Success Operations Lead - REMOTE. In this role, you will design and implement operational programs that significantly enhance customer adoption, retention, and expansion within the Customer Success framework. You will collaborate closely with leadership to convert strategic goals into practical operational frameworks, instilling data-driven insights throughout the process. Your work will ensure that teams can effectively deliver reliable outcomes as the business evolves and scales, creating a robust infrastructure for ongoing customer engagement and success. Accountabilities - Lead operational initiatives to enhance customer lifecycle management, collaborating with Customer Success leadership. - Develop dashboards and reporting frameworks to provide insights on retention, adoption, expansion, and customer health. - Define operational requirements and partner with systems teams to implement solutions across customer success platforms. - Work cross-functionally with Renewals, Sales, Product, Finance, and Analytics teams to ensure alignment throughout the customer lifecycle. Qualifications - 8+ years of experience in Customer Success Operations, Revenue Operations, or related roles. - Proven track record in supporting Customer Success organizations within SaaS or subscription-based businesses. - Hands-on experience with customer success platforms, including health scoring, reporting, and lifecycle management. - Ability to build dashboards, analyze data, and derive insights for operational improvements. - Experience designing and implementing scalable operational processes in rapidly growing environments. - Strong communication skills and ability to manage stakeholder relationships at all levels. - Proficient in navigating ambiguous environments and structuring complex business challenges. - Experience leading cross-functional projects related to customer retention and lifecycle management. - Collaboration with Data Science or Analytics teams on predictive modeling and customer insights. - Familiarity with CRM systems, customer data platforms, and business intelligence tools. Benefits - Competitive salary based on experience and qualifications. - Flexible work arrangements, including remote work options. - Comprehensive benefits package for physical, mental, emotional, and financial well-being. - Opportunities for professional growth and development. - Supportive workplace culture emphasizing collaboration and innovation. - Commitment to fair hiring practices and accommodations during the hiring process.

• Drive activation, adoption, and value across the full Agent Success product stack • Serve as a trusted advisor for a small portfolio of enterprise brokerage teams • Build executive rapport with C-suite leaders • Create customized launches and ongoing adoption programs • Partner with internal cross-functional account teams • Protect and grow revenue by proactively managing health, renewal, and expansion opportunities • Shape and improve CSM best practices