Job Overview
Location
Remote Pennsylvania
Job Type
Full-time
Category
Product Management
Date Posted
June 14, 2026
Full Job Description
đź“‹ Description
- • Lead and scale RingCentral’s account management function by overseeing a team responsible for customer retention, satisfaction, and growth within existing accounts.
- • Manage key performance indicators including churn rate, customer satisfaction (CSAT), and service level agreements (SLAs) to ensure operational excellence across global account teams.
- • Design and implement the "gold standard" account management playbook, including standardized scripts, email cadences, escalation protocols, and workflow processes for outsourced partner teams.
- • Conduct regular business reviews and deep-dive analyses of account health to identify risks, opportunities, and areas for process improvement.
- • Provide direct coaching and feedback to partner team leads to ensure communication quality aligns with RingCentral’s brand standards and customer experience goals.
- • Identify and drive upsell and cross-sell opportunities within the existing customer base, ensuring seamless handoffs to internal sales and expansion teams.
- • Analyze account health data using Salesforce and Excel to predict churn risks, justify resource allocation, and translate insights into actionable strategies.
- • Build scalable systems and processes that enable consistent, high-quality account management across multiple time zones and cultural contexts.
- • Operate with strategic foresight by anticipating future customer needs and proactively designing preventive measures rather than reacting to crises.
- • Adapt quickly to evolving business priorities and market conditions without sacrificing operational momentum or team alignment.
- • Serve as the critical bridge between internal strategy teams and external customer-facing partners, ensuring alignment on goals, metrics, and execution.
- • Maintain rigorous quality assurance standards through continuous monitoring, reporting, and iterative refinement of account management workflows.
- • Collaborate cross-functionally with customer success, sales, product, and data teams to align account management initiatives with broader company objectives.
- • Champion a culture of accountability, data-driven decision-making, and continuous improvement within the account management organization.
🎯 Requirements
- • 8+ years of experience in Account Management or Customer Success, with 2–5 years in a leadership role
- • Proven ability to design and implement scalable account management workflows, playbooks, and operational systems
- • Strong proficiency in Salesforce and Excel for data analysis, reporting, and strategic decision-making
- • Exceptional communication and coaching skills, with experience delivering firm yet constructive feedback to partner teams
- • Demonstrated systems thinking mindset focused on building processes that enable team success at scale
- • Experience managing complex, multi-time-zone operations with cultural sensitivity and operational rigor
🏖️ Benefits
- • Comprehensive medical, dental, vision, disability, and life insurance
- • Health Savings Account (HSA), Flexible Spending Accounts (FSAs), and commuter benefits
- • 401(k) match and Employee Stock Purchase Plan (ESPP)
- • Paid time off, paid sick leave, and paid parental and pregnancy leave with new parent gift boxes
- • Family-forming benefits including IVF, fertility preservation, and adoption assistance
- • Emergency backup care for children, adults, and pets
- • 24/7 Employee Assistance Program (EAP) with counseling services
- • Free legal services for advice, document creation, and estate planning
- • Employee referral bonus program
- • Student loan refinancing assistance
- • Employee perks and discounts program
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About RingCentral, Inc.
RingCentral, Inc. is a publicly traded cloud communications and collaboration platform provider headquartered in Belmont, California. It offers enterprise-grade voice, video, messaging, and contact-center solutions delivered via a unified communications-as-a-service model. The platform integrates with business applications such as Microsoft 365, Google Workspace, Salesforce, and others to streamline workflows. Founded in 1999, the company serves organizations ranging from small businesses to large enterprises across multiple industries, including healthcare, financial services, retail, and government. RingCentral supports global operations with data centers and carrier partnerships, providing reliability and scalability for hybrid work environments.
Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.
Newsletter
Weekly remote jobs and featured talent.
No spam. Only curated remote roles and product updates. You can unsubscribe anytime.
Similar Opportunities
Agency Analytics Inc.
2 months ago
12 hours ago
12 hours ago