Director, Account Management

RingCentral

Director of Account Management responsible for customer success and revenue growth at RingCentral. Leading a global team and integrating AI into workflows with a focus on operational efficiency.

Posted 6/29/2026full-timeRemote • California • 🇺🇸 United StatesLead💰 $198,450 - $283,500 per yearWebsite

Tech Stack

Tools & technologies

Swift

About the role

Key responsibilities & impact

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.
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.
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.
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.
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

What you’ll need

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

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Churn ManagementUpsell StrategiesRenewal Pipeline ManagementData AnalysisPerformance Metrics

Soft Skills

Influencing SkillsConstructive FeedbackSystems ThinkingCultural SensitivityAdaptability