Technical Success Manager

🔥 22 minutes ago

🇺🇸 United States – Remote

💵 $90k - $144k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

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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-sales portfolio as the sole 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, Account Success Plans, goals, milestones, risks, commitments, and adoption targets • Lead quarterly Executive Business Reviews, including preparation, presentation, facilitation, action tracking, and commitment closure • Drive renewal readiness at least 90 days before renewal and partner with Sales on value conversations without negotiating contracts • Identify risks proactively and manage at-risk accounts • Maintain technical understanding of customer deployments, configurations, integrations, user footprints, issues, and change history • Monitor case portfolios, ticket aging, escalations, and SLA adherence • Support critical incidents through bridge calls, proactive customer communication, executive summaries, and post-incident RCA reviews • Drive adoption of RingCentral AI capabilities and create documented AI adoption roadmaps • Develop customer champions and represent customer feedback 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 such as CSM, TAM, Solutions Consultant, or Technical Account Executive • Experience in a SaaS, UCaaS, or CCaaS environment • Demonstrated success managing complex enterprise B2B accounts with high ARR, multiple stakeholders, and technically sophisticated environments • Proven executive relationship management with VP and C-suite stakeholders • Experience independently preparing and delivering executive-level business reviews or QBRs • Strong technical credibility when working with customer IT teams • Excellent written and verbal communication skills 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 voice-quality networking concepts including QoS, jitter, latency, and bandwidth planning • Familiarity with Active Directory/Azure AD, SSO/SAML, and provisioning patterns • Knowledge of RingEX, RingCX, RingSense/ACE, NOVA, and AI Receptionist • Understanding of ACD routing, IVR/IVA, omnichannel delivery, queue management, workforce management, and contact-center reporting • Familiarity with CCaaS platforms such as NICE CXone, Genesys, Five9, or Zoom • Understanding of conversational AI, virtual agents, intent classification, dialogue management, fallback handling, and live-agent handoffs • Familiarity with AI-assisted agent tools such as transcription, summarization, next-best-action, and sentiment scoring • Knowledge of CRM integration patterns with Salesforce, ServiceNow, Zendesk, and Microsoft Dynamics • Functional understanding of REST, webhooks, OAuth, Microsoft 365, Google Workspace, 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 customer-success tooling • Preferred: CCNA, AWS Solutions Architect, or equivalent UCaaS/CCaaS certification • Preferred: Bachelor's degree in Business, Computer Science, Information Systems, or equivalent professional experience

🏖️ 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 24/7 counseling sessions • Free legal services, including 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