Director, Account Management

RingCentral Inc.; Myrtle Point (OR); On-site; USD 150,000 - 200,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

401K match

Paid time off

Parental and pregnancy leave

Employee assistance program

Employee discounts

Job summary

RingCentral Inc. seeks a strategic Director of Account Management & Customer Success to own the post-sale journey for Global Service Provider customers.

You will drive renewals, upsells, product adoption, and manage escalations while leading a global CS team and overseeing offshore operations. You will also spearhead modernization by identifying AI opportunities to improve efficiency, insights, and support workflows across time zones and cultures.

Qualifications

• 8+ years in Account Management or Customer Success, with leadership experience.
• Ability to influence and provide constructive feedback.
• Experience using Salesforce or similar CRM and Excel for data storytelling.

Responsibilities

• Own revenue metrics for renewals and upsells; manage renewal pipeline and forecast.
• Lead and develop a global CS onshore/offshore team; design KPIs and SLAs.
• Identify opportunities to apply AI to improve productivity and insights; enhance support workflows.
• Drive customer adoption and manage critical escalations; serve as senior executive point of contact.

Skills

Account Management

Customer Success

Leadership

CRM Salesforce

Data Analysis

Communication

Tools

Salesforce

Excel

Job description

A strategic, high-energy Director of Account Management & Customer Success. This role is a critical leadership role responsible for our Global Service Provider end customer's entire post-sale customer journey. You will own the revenue metrics for our existing customer base (renewals and upsells), drive product adoption, manage complex escalations, and oversee our offshore Customer Success call center. Additionally, you will lead the modernization of our CS function by identifying and executing opportunities to leverage AI to improve team productivity, scale customer insights, and optimize support workflows.

Job Responsibilities

• Revenue Ownership (Renewals & Upsells) Own and exceed targets for Churn and Downsell as well as Upsell. Design and execute strategies to identify cross-sell and upsell opportunities within the existing customer base. Manage the end-to-end renewal pipeline, forecasting accurately and intervening on high-risk accounts. Partner closely with our Global Service Providers Sales teams to align, execute, and manage expansion and recontracting strategies.
• Team Leadership & Performance Management Develop, track, and enforce comprehensive Key Performance Indicators (KPIs) and service level agreements (SLAs) across all customer-facing teams. Design and implement Management by Objectives (MBO) plans and commission structures for onshore CSMs and Account Managers to tie individual performance directly to revenue and retention goals. Recruit, mentor, and develop a high-performing, unified global team of onshore AMs/CSMs and offshore support agents.
• AI Innovation & Operational Efficiency Proactively identify opportunities to integrate AI tools and automation into the CS and Account Management workflows. Implement AI-driven solutions within the offshore call center to improve agent efficiency. Leverage AI analytics to uncover deep product adoption trends, health scores, and actionable customer insights at scale.
• Customer Adoption & Escalation Management Develop playbooks to drive user engagement, time-to-value, and deep product adoption. Serve as the senior executive point of contact for critical customer escalations, ensuring swift resolution and restoring customer trust. Monitor customer health scores and proactively design intervention programs for at-risk accounts.
• Offshore Call Center & Team Leadership Directly manage, scale, and optimize our offshore Customer Success call center / BPO operations. Define, track, and enforce key performance indicators (KPIs) and service level agreements (SLAs) for the offshore team. Implement robust Quality Assurance (QA) and training programs to ensure the offshore team delivers a seamless, on-brand customer experience. Foster a unified culture between onshore Account Managers and offshore support agents. Recruit, mentor, and develop a high-performing team of CSMs and Account Managers.

Requirements

• The Experience: 8+ years in Account Management or Customer Success, with at least 2-5 years in a leadership role.
• The Mindset: You are a You enjoy building processes that allow others to succeed at scale.
• Communication Skills: You can influence people and you're a pro at delivering firm but constructive feedback.
• Analytical Rigor: You're comfortable in Salesforce (or similar CRM) and Excel, using data to tell a story and justify resource allocation.
• Core Competencies: Operational Excellence: you need to manage complex workflows across different time zones and cultures.
• Strategic Foresight: You don't just fix today's fires; you build the fireproofing for tomorrow
• Adaptability: Our environment moves fast- you need to pivot without losing momentum.
• Travel required including travel to the Philippines.

What we offer

• Comprehensive medical, dental, vision, disability, life insurance
• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
• 401K match and ESPP
• Paid time off and paid sick leave
• Paid parental and pregnancy leave and new parent gift boxes
• Family-forming benefits (IVF, Preservation, Adoption etc.)
• Emergency backup care (Child/Adult/Pets)
• Employee Assistance Program (EAP) with counseling sessions available 24/7
• Free legal services that provide legal advice, document creation and estate planning
• Employee bonus referral program
• Student loan refinancing assistance
• Employee perks and discounts program
• RingCentral's work culture is the backbone of our success. And don't just take our word for it: we are recognized as a Best Place to Work by BuiltIn, the Top Work Culture by Comparably and hold local BPTW awards in every major location.

Bottom line: We are committed to hiring and retaining great people because we know you power our success.

About RingCentral

RingCentral is a global leader in agentic voice AI–powered business communications, delivering an integrated platform for business phone, SMS, contact center, workforce engagement management, video collaboration, and messaging. As the communications layer connecting businesses and customers, RingCentral is the front door of business communication and is in the advantageous position to apply AI at every phase of the conversation journey — before, during, and after each interaction. Our agentic AI portfolio includes autonomous voice-first AI agents that automate calls, assist in the moment, and analyze every interaction – enabling businesses to work smarter, respond faster, and connect more meaningfully with their customers. Visit ringcentral.com to learn more. RingCentral is an