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 Leadto 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 prov

Created: 2026-03-16