Director, Technical Success – Enterprise

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $184.8k - $249.8k / year

⏰ Full Time

🔴 Lead

👔 Director

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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

• Lead the Enterprise segment TSM organization within the region through 3–5 Managers, Technical Success • Own the Enterprise segment's NRR and GRR targets and full portfolio outcome • Maintain real-time visibility into account risk, renewal pipeline, EBR cadence compliance, and executive coverage rates • Conduct segment-level account reviews and identify systemic patterns, at-risk clusters, and resource deployment decisions • Provide accurate, timely portfolio intelligence to the AVP/RVP • Coach Managers on people management, coaching technique, and escalation judgment • Conduct regular 1:1s with Managers and support their leadership development • Own Manager performance management, including expectations, documented feedback, and performance decisions • Build the management bench and develop future Director candidates • Engage directly in highest-ARR or highest-risk accounts through EBRs, executive escalations, and strategic renewal conversations • Maintain at least quarterly direct contact with top segment accounts • Co-lead account recovery efforts on accounts in serious jeopardy • Partner with Sales leadership on renewal forecasts, at-risk account strategy, and expansion pipeline • Represent the segment in product feedback forums and synthesize prioritized input for Product and Engineering • Contribute to coverage modeling, headcount planning, and account assignment design • Ensure process consistency across EBR standards, CRM hygiene, renewal readiness, and escalation routing • Ensure Enterprise TSMs maintain documented multi-threaded VP+ executive coverage across all assigned accounts • Lead the segment's contribution to the customer advisory board and reference program

🎯 Requirements

• 8+ years in post-sales customer-facing roles — CSM, TAM, or equivalent • At least 3 years in a people management role • Demonstrated track record of leading Managers, not just individual contributors • Strong commercial instincts, including ability to read an NRR/GRR forecast, identify systemic risk, and develop segment-level recovery strategies • Proven executive customer presence at VP and C-suite level • Bachelor's degree required • UCaaS or CCaaS industry background strongly preferred • Experience leading a segment in a comparable SaaS or cloud communications company preferred • Familiarity with managing distributed, remote, or cross-regional teams preferred • Deep familiarity with RingCentral's product portfolio or a direct competitor's platform 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 • 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 • Variable pay eligibility • Equity eligibility • Health and wellness benefits • Vacation