Director, Technical Success – Enterprise

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the TSM organization for the Enterprise segment within the region, managing a team of 3–5 Managers focused on Technical Success.

• Own and drive the NRR and GRR targets for the Enterprise segment, along with the overall portfolio outcomes.

• Ensure real-time visibility into account risks, the renewal pipeline, compliance with EBR cadence, and executive coverage rates.

• Perform segment-level account reviews to identify systemic patterns, at-risk clusters, and make informed resource deployment decisions.

• Provide the AVP/RVP with accurate and timely portfolio insights.

• Mentor Managers on effective people management, coaching techniques, and escalation judgment.

• Conduct regular one-on-one meetings with Managers to support their leadership development.

• Oversee Manager performance management, including setting expectations, giving documented feedback, and making performance-related decisions.

• Build a strong management bench and cultivate future candidates for Director roles.

• Engage directly with high-ARR or high-risk accounts through EBRs, executive escalations, and strategic renewal discussions.

• Maintain at least quarterly direct engagement with the top accounts in the segment.

• Co-lead recovery initiatives for accounts that are in critical jeopardy.

• Collaborate with Sales leadership on renewal forecasts, strategies for at-risk accounts, and the expansion pipeline.

• Represent the segment in product feedback forums, synthesizing prioritized insights for Product and Engineering teams.

• Contribute to coverage modeling, headcount planning, and account assignment strategies.

• Ensure consistent processes across EBR standards, CRM maintenance, renewal readiness, and escalation routing.

• Guarantee that Enterprise TSMs maintain documented multi-threaded VP+ executive coverage for all assigned accounts.

• Lead the segment's involvement in the customer advisory board and reference program.

⛳️ Requirements

• 8+ years of experience in post-sales customer-facing roles such as CSM, TAM, or equivalent.

• Minimum of 3 years in a people management position.

• Proven history of leading Managers rather than just individual contributors.

• Strong commercial acumen, with the ability to interpret NRR/GRR forecasts, identify systemic risks, and devise recovery strategies at the segment level.

• Established presence with executive customers at the VP and C-suite levels.

• Bachelor's degree is required.

• Background in the UCaaS or CCaaS industry is highly preferred.

• Experience leading a segment in a comparable SaaS or cloud communications organization is preferred.

• Familiarity with managing distributed, remote, or cross-regional teams is preferred.

• In-depth knowledge of RingCentral's product offerings or those of a direct competitor is preferred.

🏝️ Benefits

• Comprehensive medical, dental, vision, disability, and life insurance coverage.

• Health Savings Account (HSA), Flexible Spending Accounts (FSAs), and commuter benefits.

• 401K matching and Employee Stock Purchase Plan (ESPP).

• Paid time off and paid sick leave.

• Paid parental and pregnancy leave, along with new parent gift boxes.

• Family-forming benefits, including IVF, preservation, and adoption support.

• Emergency backup care for children, adults, and pets.

• Employee Assistance Program (EAP) offering 24/7 counseling sessions.

• Free legal services providing legal advice, document creation, and estate planning support.

• Employee bonus referral program.

• Assistance with student loan refinancing.

• Employee perks and discounts program.

• Eligibility for variable pay and equity.

• Comprehensive health and wellness benefits.

• Vacation time.