RingCentral · 1 month ago
Strategic Customer Success Manager
United States
Full-time
Remote
Mid, Senior Level
$81K/yr - $116K/yr
7+ years expRingCentral is a leading provider of business cloud communications and contact center solutions. They are seeking a highly experienced Strategic Customer Success Manager to oversee critical global accounts, ensuring customers achieve maximum value from their investments and drive growth opportunities through strategic partnership and technical solutions.
Cloud ComputingCollaborationEnterprise SoftwareMeeting SoftwareSaaSVoIP
Responsibilities
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
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
Optimize solution designs to maximize value for the customer and RingCentral
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
Quarterback internal and external initiatives, running multiple complex projects concurrently without losing effectiveness
Balance project management responsibilities (including time tracking, status updates, and closure) with daily account management duties for a demanding, high-growth global customer
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
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
Apply this knowledge to troubleshoot advanced network issues and guide customers through complex deployments
Qualification
Required
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
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
Preferred
Experience with inContact products and building/adjusting RingCX products is highly preferred
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
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
Company
RingCentral
RingCentral is a provider of enterprise cloud communications and collaboration solutions.
5001-10000 employees
H1B Sponsorship
RingCentral has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (63)
2024 (53)
2023 (55)
2022 (76)
2021 (80)
2020 (58)
Funding
Current Stage
Public CompanyTotal Funding
$1.69BKey Investors
Sylebra CapitalAkkadian VenturesHermes Growth Partners
2025-09-12Post Ipo Debt· $1.24B
2023-08-09Post Ipo Debt· $400M
2023-05-25Post Ipo Equity
Leadership Team
Vlad Shmunis
Founder, CEO, Chairman
Vlad Vendrow
CTO
Recent News
2026-01-07
2025-12-25
2025-11-10
Company data provided by crunchbase