Customer Success Manager (Phoenix, AZ)

| Phoenix – Mesa – Scottsdale, AZ
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Ruby helps businesses deliver exceptional experiences to their customers through our live reception and chat offerings. Our customers are predominantly small business owners, and our solutions help them freely pursue their purpose, cultivating diverse and thriving local economies. Over the past 19 years we’ve become the nationwide market leader in virtual receptionist and online chat services.

Overview 

As a Customer Success-focused organization, we know that investing in our small business customers and boosting their engagement can not only foster growth and meaningful connections but can increase our customers’ lifetime value. In 2018 we started a Customer Success Manager (CSM) proof of concept to test the theory that with concerted efforts of proactive communication and personal ownership of a customer’s success, we could significantly decrease customer churn. The proof was in the pudding! After seeing retention rates and customer experience improved, we made the CSM role a permanent fixture of the CS Organization and continue to invest in and expand this team to guide our customers successfully through their Ruby journeys.  

The Customer Success Manager role requires not only a thorough knowledge of our services, products, and support systems, but also the ability to help our customers envision and achieve their own unique versions of success with Ruby solutions in a month-to-month subscription model. A fantastic career opportunity for experienced CSMs and Ruby Problem Solver & Happiness Makers, new members of the team hit the ground running acting as growth accelerators and trusted advisors to their assigned customer base.

This position reports to the Director, Customer Success and can be located remotely within our operating states, or from our Portland, OR or Kansas City, MO offices.

What You’ll Be Accountable For 
  • Own a portfolio of Ruby 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.
  • 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.
  • Take ownership of our company’s retention goals by proactively identifying, escalating, and resolving churn risk, as well as retain customers when a cancel is requested.
  • Exercise a variety of tactics, including building customer success plans and quarterly reviews, and proactively communicating via scheduled calls, video conferences, and email to educate customers, solve problems, and drive engagement with Ruby products and services, e.g. Chat, mobile/web app adoption, porting, etc.
  • Foster and leverage genuine relationships with customers to create Ruby advocates, build a pool of willing participants for marketing campaigns, promote word of mouth referrals, and generate and close cross-sell opportunities.
  • Evaluate where engagement and feature adoption are lacking, and design strategies for converting customers to Ruby super-users.
  • Be the voice of Ruby customers, soliciting feedback and sharing their requests to inform cross-functional initiatives to improve customer experience and increase their lifetime value with Ruby.
  • Stay up to date on Ruby’s processes and offerings, as well as industry and Customer Success best practices, and regularly share learnings and collaborate with teammates to help shape future playbooks.
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.
•    Your ability to confidently anticipate your customer’s need makes some think you may be a mind-reader. Your ability to connect that need to a Ruby solution and paint a convincing picture of the value derived makes others think you might have been in Sales or Marketing in another life. 
•    You are a logical thinker and use data, process documentation, and your gut instincts to extrapolate meaning and translate customer speak into sensible action items and usable instructions.  
•    You can work independently, and are recognized for being resourceful, accountable, proactive, and productive. 
•    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 1 year of experience in Customer Support at a Technology company, Tier II or III support preferred.
•    One to three years of experience succeeding as a Customer Success Manager, preferred.
•    Demonstrated ability to consistently meet or exceed individual and departmental goals, and performance metrics expectations in current role.
•    Driven by Ruby’s Mission, Vision, and a love of small businesses. A shining example of providing top-notch customer experiences.
•    Familiarity with CRM databases required, Salesforce preferred. 
•    Excellent reliability and record of responsible attendance, including effective time management and prioritization skills.
•    Able to communicate confidently and effectively with diverse audiences over the phone, in writing, and in person.
•    Thrive when multi-tasking in a technology-driven environment, balancing inbound and project-based work, and managing multiple priorities simultaneously.
•    Experience and comfort with serving customers with high-urgency requests.
•    Proficient in a variety of MS Office applications, solid computer skills, and an ability and desire to learn new skills. 
•    Track record of ongoing personal improvement, independent learning, and goal setting and achievement.

Work Environment

Candidates near Portland, OR, or Kansas City, MO, have the option to work from one of our beautiful open-concept offices. Ruby requires employees to be fully vaccinated against COVID-19 and up to date on their booster before working in-office, full-time or hybrid. If an in-office environment isn’t for you or the distance is prohibitive, working from home is also an option for most positions, unless otherwise stated in the job ad. The position requires the ability to sit and work at a computer for extended periods of time and communicate effectively with a diverse audience in person, by phone and computer. 

Ruby Receptionists is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, veteran status, or any other status protected by federal, state or local laws. We support and encourage diversity! 

Applicants must be authorized to work for any employer in the US. We are unable to sponsor or take over sponsorship of work visas at this time.

Ruby participates in e-Verify; however, we adhere to state or federal laws & regulations regarding non-participation where applicable. Feel free to ask us about this if you have questions.

More Information on Ruby Receptionists
Ruby Receptionists operates in the Professional Services industry. The company is located in Portland, OR, Beaverton, OR and Portland, OR. Ruby Receptionists was founded in 2022. It has 606 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 107 open jobs at Ruby Receptionists, click here.
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