Technical Success Manager

🕒 August 6

🇺🇸 United States – Remote

💵 $90k - $144k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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RingCentral

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1999

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

RingCentral is a leading global provider of cloud-based communications and collaboration solutions for businesses. It offers a comprehensive suite of services including voice, video, messaging, and collaboration tools that integrate seamlessly across devices to enhance communication and productivity. Over 400,000 organizations worldwide, from small businesses to Fortune 1000 companies, rely on RingCentral to connect teams, manage customer interactions, and conduct virtual events. With its robust and secure platform, RingCentral empowers businesses to stay connected and efficient, supported by AI-driven capabilities and a strong emphasis on innovation and reliability.

📋 Description

• Own an assigned portfolio post-sale as the sole named point of accountability for customer success with RingCentral’s UCaaS, CCaaS, and Agentic AI platforms • Build and maintain executive relationships with VP, SVP, and C-suite stakeholders • Develop and maintain account maps covering contacts, decision-makers, champions, and detractors • Represent customer interests, priorities, and concerns internally • Lead quarterly Executive Business Reviews, including preparation, presentation, facilitation, action-item tracking, and follow-through • Create and maintain Account Success Plans with goals, milestones, risks, commitments, and adoption targets • Drive renewal readiness at least 90 days before renewal and partner with Sales on value conversations without negotiating contracts • Identify risks proactively and flag at-risk accounts • Maintain working knowledge of customer deployments, configurations, integrations, users, issues, and change history • Monitor case portfolios, ticket aging, escalations, and SLA adherence • Support critical incidents through bridge calls, proactive technical communication, and executive summaries • Review post-incident Root Cause Analyses and represent the customer perspective • Drive adoption of RingCentral AI capabilities and translate them into measurable business outcomes • Maintain documented AI adoption roadmaps • Identify and cultivate customer champions across operational, management, and executive levels • Represent the voice of the customer in Product, Engineering, and Support forums • Maintain CRM hygiene by logging interactions, health scores, risks, and action items within 24 hours

🎯 Requirements

• 5–8 years in a customer-facing post-sales role such as CSM, TAM, Solutions Consultant, or Technical Account Executive • Experience within a SaaS, UCaaS, or CCaaS environment • Track record managing complex enterprise B2B accounts with high ARR, multi-stakeholder structures, and technically sophisticated environments • Executive relationship management experience with VP and C-suite stakeholders • Experience preparing and delivering executive-level business reviews or QBRs independently • Strong technical credibility alongside customer IT teams • Excellent written and verbal communication skills tailored for executive briefings • Salesforce or equivalent CRM proficiency with disciplined data hygiene • Working knowledge of VoIP architecture, SIP trunking, PSTN connectivity, and cloud telephony • Knowledge of QoS, jitter, latency, bandwidth planning, and voice-quality failure modes • Knowledge of Active Directory/Azure AD, SSO/SAML, and provisioning patterns • Knowledge of RingCentral RingEX (MVP), RingCX, RingSense/ACE, NOVA, and AI Receptionist • Knowledge of contact center architecture, ACD routing, IVR/IVA, omnichannel delivery, and queue management • Knowledge of workforce management concepts including scheduling, adherence, forecasting, and real-time monitoring • Knowledge of contact center reporting, KPI frameworks, BI integrations, and operational analytics • Familiarity with the competitive CCaaS landscape • Knowledge of conversational AI, virtual agents, intent classification, dialogue management, fallback handling, and live-agent handoffs • Knowledge of AI-assisted agent tools including transcription, summarization, next-best-action, and sentiment scoring • Knowledge of CRM integration patterns with Salesforce, ServiceNow, Zendesk, and Microsoft Dynamics • Functional knowledge of REST, webhooks, and OAuth • Microsoft 365 and Google Workspace ecosystem knowledge, including Teams integration, co-existence models, and identity federation • Preferred: prior UCaaS or CCaaS platform experience • Preferred: account recovery, post-incident relationship repair, and competitive displacement experience • Preferred: familiarity with Gainsight, Totango, Vitally, or equivalent tooling • Preferred: CCNA, AWS Solutions Architect, or equivalent UCaaS/CCaaS certification • Bachelor’s degree in Business, Computer Science, Information Systems, or equivalent professional experience is preferred

🏖️ Benefits

• Comprehensive medical, dental, vision, disability, and life insurance • Health Savings Account (HSA) • Flexible Spending Accounts (FSAs) • Commuter benefits • 401K match • ESPP • Paid time off • Paid sick leave • Paid parental and pregnancy leave • 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 providing legal advice, document creation, and estate planning • Employee bonus referral program • Student loan refinancing assistance • Employee perks and discounts program • Variable pay eligibility • Equity • Benefits including health and wellness, 401k, ESPP, vacation, and parental leave