Technical Success Manager

🔥 0 minutes ago

🇺🇸 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.

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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 post-sale portfolio 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 • Advocate for customer interests, priorities, and concerns internally • Lead quarterly Executive Business Reviews covering ROI, product utilization, platform health, risks, and joint success plans • Own EBR preparation, execution, follow-through, action items, and commitments • Create and maintain Account Success Plans with goals, milestones, risks, commitments, and adoption targets • Drive renewal readiness at least 90 days before renewal • Partner with Sales on renewals without negotiating contracts or carrying a sales quota • Identify risks proactively and flag at-risk accounts • Maintain understanding of customer deployments, configurations, integrations, users, issues, and change history • Monitor case portfolios, ticket aging, escalations, and SLA adherence • Participate in critical-incident bridge calls and communicate with technical leads and customer leadership • Review post-incident Root Cause Analyses and represent the customer perspective • Drive adoption of NOVA, RingSense/ACE, AI Receptionist, and RingCX AI features • Translate AI capabilities into measurable business outcomes and maintain AI adoption roadmaps • Develop customer champions across operational, managerial, and executive levels • Represent the voice of the customer to Product, Engineering, and Support • 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 (CSM, TAM, Solutions Consultant, or Technical Account Executive) within a SaaS, UCaaS, or CCaaS environment • Demonstrated track record managing complex Enterprise B2B accounts with high ARR, multi-stakeholder structures, and technically sophisticated environments • Proven executive relationship management experience working directly with VP and C-suite stakeholders • Experience independently preparing and delivering executive-level business reviews or QBRs • Ability to operate with 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 • Preferred: prior experience with UCaaS or CCaaS platforms • Preferred: experience navigating account recovery, at-risk accounts, post-incident relationship repair, and competitive displacement responses • Preferred: familiarity with customer success tooling (Gainsight, Totango, Vitally, or equivalent) • Preferred: technical certification such as CCNA, AWS Solutions Architect, or equivalent UCaaS/CCaaS certification • Preferred: Bachelor's degree in Business, Computer Science, Information Systems, or equivalent professional experience • Technical fluency in VoIP architecture, SIP trunking, PSTN connectivity, cloud telephony, QoS, jitter, latency, bandwidth planning, Active Directory/Azure AD, SSO/SAML, provisioning, RingCentral products, ACD routing, IVR/IVA, omnichannel delivery, workforce management, contact-center KPIs, conversational AI, AI-assisted agent tools, CRM integrations, REST, webhooks, OAuth, Microsoft 365, Google Workspace, Teams integration, co-existence models, and identity federation

🏖️ Benefits

• Comprehensive medical, dental, vision, disability, 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 • Eligibility for variable pay • Equity • Benefits including health and wellness, 401k, ESPP, vacation, parental leave, and more