Director, Technical Success – Enterprise

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🔥 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 • Own the Enterprise segment’s NRR and GRR targets and full portfolio outcome • Maintain a real-time view of segment health, account risk, renewal pipeline, EBR cadence compliance, and executive coverage rates • Conduct segment-level account reviews with Managers and identify systemic patterns, at-risk clusters, and resource deployment decisions • Provide accurate, timely portfolio intelligence to the AVP/RVP • Lead 3–5 Managers, Technical Success • Coach Managers on people management, coaching technique, and escalation judgment • Conduct regular 1:1s with each Manager and review team health data • Own the performance management process for Managers • Build the management bench and develop future Director candidates • Engage directly in the segment’s highest-ARR or highest-risk accounts through EBRs, executive escalations, and strategic renewal conversations • Maintain at least quarterly direct contact with top 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 provide prioritized input to Product and Engineering • Contribute to coverage modeling, headcount planning, and account assignment design • Ensure process consistency across EBR standards, CRM hygiene, renewal readiness protocols, and escalation routing • Ensure documented multi-threaded VP+ executive coverage across 100% of assigned accounts • Lead the Enterprise 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 experience leading Managers, not just individual contributors • Strong commercial instincts, including ability to read NRR/GRR forecasts, identify systemic risk, and develop segment-level recovery strategies • Proven executive customer presence at VP and C-suite level • 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 • Bachelor’s degree required • Advanced degree or executive education is a plus

🏖️ 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 • Health and wellness benefits • Vacation • Reasonable accommodations during the application and interview process