Director, Account Management

Director of Account Management & Customer Success

Lead the Global Service Provider end customer’s post‑sale journey, owning revenue metrics for renewals and upsells, managing product adoption, escalations, and an offshore Customer Success call center.

Job Responsibilities

• Revenue Ownership (Renewals & Upsells) Own and exceed targets for churn and downsell as well as upsell; design strategies to identify cross‑sell and upsell opportunities; manage renewal pipeline, forecast accurately, intervene on high‑risk accounts; partner with Global Service Providers Sales teams.
• Team Leadership & Performance Management Develop, track, enforce KPIs and SLAs; design MBO plans and commission structures; recruit, mentor, develop high‑performing global teams of onshore AMs/CSMs and offshore support agents.
• AI Innovation & Operational Efficiency Identify opportunities to integrate AI tools into CS and Account Management; implement AI‑driven solutions in offshore call center; leverage AI analytics for product adoption trends and customer insights.
• Customer Adoption & Escalation Management Develop playbooks for user engagement and time‑to‑value; serve as senior executive point of contact for critical escalations; monitor health scores; design intervention programs for at‑risk accounts.
• Offshore Call Center & Team Leadership Directly manage, scale, and optimize offshore operations; define and enforce KPIs and SLAs; implement QA and training; foster unified culture between onshore and offshore teams.

Qualifications

• Experience 8+ years in Account Management or Customer Success, 2‑5 years in leadership.
• Mindset Systems thinker, builds scalable processes.
• Communication Skills Influential, constructive feedback.
• Analytical Rigor Proficient in Salesforce (or similar) and Excel; data‑driven decision making.
• Core Competencies Operational Excellence, Strategic Foresight, Adaptability.
• Travel required, including to the Philippines.

Benefits

• Comprehensive medical, dental, vision, disability, life insurance.
• Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits.
• 401(k) match and ESPP.
• Paid time off, sick leave, parental leave, new‑parent gift boxes.
• Family‑forming benefits (IVF, preservation, adoption).
• Emergency backup care (child/adult/pets).
• Employee Assistance Program (EAP).
• Free legal services.
• Employee bonus referral program.
• Student loan refinancing assistance.
• Employee perks and discounts program.

RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations for individuals with disabilities during the application and interview process.