Senior Customer Success Manager

Overview

The Senior Customer Success Manager is the business owner of a book of new and existing Ruby customers and leads the strategic relationship with each assigned account. The Senior Customer Success Manager is responsible for ongoing relationship management, monthly renewals and solution up-sells/cross-sells, focusing on retention and expansion. You will execute a high-touch customer journey process across multiple verticals, leveraging data to drive retention improvement initiatives to build predictable retention and cross-sell models that support Ruby’s market position as the leading virtual receptionist and chat services solution provider.

The Senior Customer Success Manager will have a passion for working with SMB customers to understand their business needs and how Ruby can deliver value in support of our growth and retention goals. This role consistent of a cadence of outreach to proactively manage our fastest growing customer base (high-volume plans) and ensure that we are equipped to service and support their needs. Supporting the company’s most strategic customer relationships, the AM will work hand-in-hand with all customer-facing teams across the organization, including Sales, Onboarding, Customer Support, Customer Success and our Customer Marketing Teams.

This position will report to the Director of Account Management and is open to U.S.-based remote candidates (state-dependent) as well as in-office candidates in the Portland, OR metro area.

What You’ll Be Accountable For

1. Own a portfolio of Ruby’s largest customers, ensuring their success, connection to Ruby’s value, and trust in our products and services, with a laser focus on retention and long-term customer growth.
2. Meet or exceed Monthly Recurring Revenue retention targets and specific activity targets (e.g. proactive calls, NPS, connections, follow-ups) while meeting CS department standards for response times and SLAs.

1. Anticipate and secure renewal of all current customer contracts.
2. Execute on steps in cadence aligned to the high-touch customer journey that is designed based on tenure of account to Ruby.
3. Resolve complex problems for customers and proactively identify opportunities to deepen customer relationships and exceed expectations.
4. Partner with Sales and Onboarding Team to ensure successful customer transition and a wildly successful first 90 days with Ruby.
5. Organize, prepare, and conduct regular business reviews with customers to ensure alignment and expectations, demonstrate and reinforce the value of the customer’s investment.
6. Maintain a high-level of customer satisfaction as evidenced by NPS, word-of-mouth referrals and case studies.
7. Collaborate with members of the marketing, customer success and support, sales, technology, finance, and data science teams to identify areas for improvement.

Your Work DNA

• You have a strong understanding and appreciation of the big picture, with the ability to articulate and rally behind Ruby’s business goals, our customers’ goals, and the work you do that impacts them.
• You seek to understand the why behind the ask and then use data to inform next-best actions.
• You possess an internal competitiveness and natural curiosity to constantly strive for improved results.
• You love the fast-paced environment of a growth-stage company, and possess a scrappy, hands-on, roll-up-your-sleeves approach.
• You understand the needs and purchase behavior of small businesses, and the value of the human connection in business success.
• You keep an eye out for opportunities to pitch in and extend your time and efforts when it can help the greater good. You are known for being collaborative, easy to work with, and dedicated to moving company initiatives forward as a team. 
• Escalations and tough conversations don’t phase you – you relish the challenge of finding new solutions and turning situations around with your listening, empathy, and excellent judgment.

Your Background

• Minimum 3 years of relevant B2B technology customer success and/or account management experience; SaaS to SMB experience preferred.
• Must have a strong analytical and quantitative skill set combined with a strength to analyze data, interpret, and translate results to produce actionable changes.
• Demonstrated ability to consistently meet or exceed individual and departmental goals, and performance metrics expectations in current role.
• The strength (and flexibility) to remain calm and focused in a fast-paced work environment and to demonstrate thoughtful leadership in assessing problems/opportunities and recommending solutions.
• Familiarity with CRM databases required, Salesforce preferred.
• Highly efficient team player, with the ability to also work independently in an ever evolving, fluid environment.
• Bachelor’s degree in business, or related field or equivalent work experience in lieu of a degree.

About Ruby

Ruby is a U.S.-based live virtual receptionist company that creates meaningful and timely connections between our customers and their clients using our award-winning technology with our best-in-class services team.  Trusted by more than 14,000 small businesses, Ruby delivers personalized customer experience solutions 24x7, 365 days a year giving critical time back in the day to our small business owners so they can freely pursue their purpose, cultivating diverse and thriving local economies. 

Founded in 2003, Ruby has earned national and global recognition with honors such as a 2022 Gold Stevie awards for CEO of the Year and Customer Service Employer of the Year, designation from Fortune magazine as a Best Small Company to Work For in the U.S., inclusion in the Inc. Best Workplaces, repeat Great Places to Work rankings and 14 consecutive years as one of Portland’s Fastest Growing Businesses.  Ruby has over 700 U.S based employees. To learn more, visit ruby.com.