[Remote] Customer Success Manager
Note: The job is a remote job and is open to candidates in USA. RUCKUS Networks shapes the future of communications technology, pushing past what is possible. They are seeking a Customer Success Manager to take full post-sales ownership of customer accounts, focusing on customer satisfaction, revenue retention, and business expansion by aligning customer goals with RUCKUS solutions.
Responsibilities
- Take full post-sales ownership of mid-tier and lower-tier customer accounts across a defined vertical
- Focus on customer satisfaction, revenue retention, and business expansion by aligning customer goals with RUCKUS solutions
- Work closely with Sales, Renewals, Product, and Operations teams to ensure customers realize the full value of our services while maintaining operational integrity and long-term account health
- Drive customer value through strategic account planning and execution
- Develop a strong understanding of business objectives, OKRs, and long-term priorities, aligning Ruckus solutions to deliver measurable outcomes
- Ensure consistent service delivery while building strong, trusted relationships
- Take ownership of renewals, supporting customer retention and long-term engagement, while also identifying opportunities for upselling, cross-selling, and service growth across assigned accounts
- Implement CAPs, CIPs, and SIPs to enhance service performance and address customer challenges
- Ensure compliance with licensing, inventory tracking, and contractual obligations, helping to mitigate risk and maintain operational integrity
- Maintain working knowledge of Ruckus tools and platforms, providing customers with guidance to improve visibility, efficiency, and overall success
Skills
- Bachelor's degree in computer science, information technology, Engineering, or related field; or equivalent practical experience
- Proven experience in Customer Success, Account Management, Technical Account Management, or equivalent in a technology / networking / SaaS environment
- Strong presentation skills and proficiency with PowerPoint (PPT) and documentation tools
- High data literacy: able to interpret dashboards, trends, and KPIs and convert them into clear narratives and recommendations
- Good product and technical understanding, ideally in networking or infrastructure
- Fundamental of AAA, DHCP, DNS, Firewall (FW), WIFI and related networking concepts
- Working knowledge of ITIL certification
- Ability to travel up to 25% with clients in South America and US to the customer site
- High level of English and Spanish
- Strong presentation skills
- ITIL certification
Company Overview