Strategic Customer Success Manager

*Candidate must reside in EST state*

Say hello to opportunities.

It’s not everyday that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you is considering this role. First, a little about us, we’re a $2 Billion annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. We invest more than $250 million annually to ensure our AI-enabled technology and platforms meet or exceed the needs of our customers. 

RingSense AI is our proprietary AI solution. It’s designed to fit the business needs of our customers, orchestrated to be accurate and precise, and built on the same open platform principles we apply to our core software solutions.

This is where you and your skills come in. We're looking for a highly experienced and strategic Hybrid Customer Success Manager & Technical Account Lead to oversee one of our most critical global accounts. This role demands a unique blend of customer success expertise, deep technical acumen in global contact center solutions, and the ability to drive significant growth opportunities. You'll be the trusted partner who ensures our largest customers not only achieve maximum value from their RingCentral investments but also leverage our cutting-edge solutions to drive their global business forward.

To succeed in this role you must have experience in: 

• Strategic Partnership & Executive Engagement: Cultivate and maintain deep, trusted relationships with key customer stakeholders, including C-level executives and IT leadership, to understand their global business objectives and technical requirements. Proactively identify expansion opportunities and recommend solutions that align with their strategic vision.

• Technical Solutions & Optimization: Act as a technical authority, recommending and assessing network hardware, software, and platform-specific design elements for complex global unified communication, contact center (including inContact and RingCX), and UCaaS/SaaS environments. You'll optimize solution designs to maximize value for the customer and RingCentral.

• Proactive Customer Success & Growth: Drive customer adoption and utilization of new features, ensuring they extract the most value from our platform. Proactively identify and mitigate churn or downsell risks, addressing dissatisfaction and feature gaps across the customer lifecycle. Lead regular cadences, including quarterly and annual business reviews, to demonstrate ROI and foster long-term partnerships.

• Complex Project & Account Management: Quarterback internal and external initiatives, running multiple complex projects concurrently without losing effectiveness. You'll balance project management responsibilities (including time tracking, status updates, and closure) with daily account management duties for a demanding, high-growth global customer.

• Cross-functional Leadership & Advocacy: Serve as the primary liaison between the customer and RingCentral's internal teams (Sales, Marketing, Product, Technical Support, Operations, Finance, and Engineering). Collaborate extensively to facilitate customer need fulfillment, advocate for customer feedback, and ensure seamless delivery of services.

• Deep Product & Industry Expertise: Maintain an expert-level understanding of RingCentral's entire product suite, with a particular emphasis on unified communications, VoIP technology (SIP, RTP, QoS, codecs), and global contact center best practices. You'll apply this knowledge to troubleshoot advanced network issues and guide customers through complex deployments.

Desired Qualifications: 

• 7+ years of verifiable enterprise-level customer success, technical account management, or consulting experience within a SaaS company, specifically with global contact center solutions.

• Proven expertise in Contact Center technology, either as a provider or from a role in Contact Center Operations. Experience with inContact products and building/adjusting RingCX products is highly preferred.

• Exceptional ability to build strong, lasting relationships and influence C-level executives and technical stakeholders, adapting communication for diverse audiences.

• Demonstrated experience in strategic planning and project management, with the ability to lead complex initiatives and balance multiple priorities in a fast-paced environment.

• Deep knowledge of VoIP technology (SIP, RTP, QoS, CoS, codecs) and advanced network troubleshooting (LAN/WAN, routers, firewalls, switches, PBX, TCP/IP, DNS).

• Strong analytical skills to identify, analyze, interpret, and solve both practical and highly complex technical problems.

• Proficiency with CRM software (e.g., Salesforce) and Microsoft Office Suite (Excel, PowerPoint, Word).

• High level of empathy, strong customer service best practices, and a driven, self-motivated approach to achieving results.

• Bachelor's degree in Business, Communication, or a related technical field, or equivalent relevant work experience.

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

• Wellness programs including 1:1 coaching and meditation guidance 

• Paid parental and pregnancy leave and new parent gift boxes

• Family-forming benefits (IVF, Preservation, Adoption etc.)

• Emergency backup care (Child/Adult/Pets)

• Pet insurance and Pet Telehealth

• 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 Customer Success team is all about the customer, ensuring every user is able to effectively put our products to work. As the primary point of contact, you’ll champion customer needs, share deep product knowledge, provide innovative solutions, build relationships, and drive success.

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 Glassdoor, 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, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™  (MVP™) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world.

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. If you require such accommodations, please click on the following link to learn more about how we can assist you.

If you are hired in Colorado the compensation range for this position is between $80,850 and $115,500 for full-time employees, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.

 This role has an application deadline of 3/10/2025. Please apply prior to the deadline to be considered for the role.