Director, Account Management
About the role
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.
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.
Experience
- 8+ years in Account Management or Customer Success, with at least 2-5 years in a leadership role.
Core Competencies
- Operational Excellence: manage complex workflows across different time zones and cultures.
- Strategic Foresight: build the fireproofing for tomorrow and don't just fix today's fires.
- Adaptability: pivot without losing momentum in a fast-moving environment.
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.
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.
RingCentral’s work culture
We are committed to hiring and retaining great people because we know you power our success. 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 our application and interview process.
Application Deadline
The application deadline for this role is August 31, 2026. Please apply prior to the deadline to be considered for the role.