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 Ring Central, 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.

Ring Sense 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.

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 Ring Central investments but also leverage our cutting‑edge solutions to drive their global business forward.

• 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 in Contact and RingCX), and UCaaS/SaaS environments. Optimize solution designs to maximize value for the customer and Ring Central.
• 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. Balance project management responsibilities (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 Ring Central’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 Ring Central’s entire product suite, with a particular emphasis on unified communications, VoIP technology (SIP, RTP, QoS, codecs), and global contact center best practices. Apply this knowledge to troubleshoot advanced network issues and guide customers through complex deployments.

• 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 in Contact 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…