Senior Manager, Account Managment

RingCentral

19h

About The Position

RingCentral is seeking a strategic, high-energy Manager of Account Management to lead and scale its account management function. This role focuses on driving world-class service for partners, acting as a bridge between internal strategy and external partners. The mission is to ensure the team meets retention targets and identifies growth opportunities within the existing customer base. RingCentral is a global leader in agentic voice AI-powered business communications, offering an integrated platform for business phone, SMS, contact center, workforce engagement management, video collaboration, and messaging. With over $2.5B in ARR and $250M invested in R&D annually, the company is building the future of AI-powered business communications, leveraging its agentic voice AI portfolio (AIR, AVA, and ACE) to provide automation, assistance, and insights across the conversation lifecycle for more seamless and intelligent experiences.

Requirements

8+ years in Account Management or Customer Success
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.
Operational Excellence: you need to manage complex workflows across different time zones and cultures.
Strategic Foresight: You don’t just fix today’s fires; you build the fireproofing for tomorrow
Adaptability: Our environment moves fast- you need to pivot without losing momentum.

Responsibilities

Manage KPIs including Churn, CSAT, and response SLAs.
Design and implement the "gold standard" for account management workflows.
Create the scripts, email cadences, and escalation paths the outsourced team will use.
Conduct regular business reviews and "deep dives" into account health.
Provide direct feedback to partner team leads to ensure the quality of communication meets our brand standards.
Oversee the identification of upsell and cross-sell opportunities and ensure a seamless handoff to internal teams when necessary.
Monitor account health reporting to predict churn risks and turn data into actionable insights.

Benefits

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