Director, Technical Success – Enterprise

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

📋 Description

• Oversee the Enterprise segment TSM organization within the specified region.

• Take responsibility for the Enterprise segment’s NRR and GRR objectives and the overall portfolio performance.

• Maintain a real-time assessment of segment health, account risks, renewal pipeline, EBR cadence compliance, and executive coverage metrics.

• Conduct account reviews at the segment level with Managers to identify systemic trends, at-risk clusters, and decisions regarding resource allocation.

• Deliver precise and timely portfolio intelligence to the AVP/RVP.

• Lead a team of 3–5 Managers in Technical Success.

• Mentor Managers on people management, coaching techniques, and judgment in escalations.

• Hold regular one-on-one meetings with each Manager and evaluate team health metrics.

• Own the performance management process for the Managers.

• Develop the management pipeline and nurture future Director candidates.

• Engage directly with the segment’s highest-ARR or most at-risk accounts through EBRs, executive escalations, and strategic renewal discussions.

• Maintain direct contact with top accounts at least quarterly.

• Co-lead recovery initiatives for accounts 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, offering prioritized input to Product and Engineering teams.

• Assist in coverage modeling, headcount planning, and account assignment strategies.

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

• Ensure comprehensive documented multi-threaded VP+ executive coverage across all assigned accounts.

• Lead the contribution of the Enterprise segment to the customer advisory board and reference program.

⛳️ Requirements

• Minimum of 8 years in post-sales customer-facing roles (CSM, TAM, or similar).

• At least 3 years in a management position.

• Proven experience leading Managers rather than solely individual contributors.

• Strong commercial instincts, including the ability to interpret NRR/GRR forecasts, identify systemic risks, and develop segment-level recovery plans.

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

• Background in UCaaS or CCaaS industry is highly preferred.

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

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

• Deep understanding of RingCentral’s product portfolio or that of a direct competitor is preferred.

• Bachelor’s degree is required.

• An 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.

• Employee Stock Purchase Plan (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 available.

• Free legal services for legal advice, document preparation, and estate planning.

• Employee bonus referral program.

• Student loan refinancing assistance.

• Employee perks and discounts program.

• Variable pay eligibility.

• Equity options.

• Health and wellness benefits.

• Vacation time.

• Reasonable accommodations during the application and interview process.