[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