Technical Success Manager

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

📋 Description

• Manage a designated post-sale portfolio as the primary point of accountability for customer success with RingCentral’s UCaaS, CCaaS, and Agentic AI platforms.

• Establish and nurture executive relationships with VP, SVP, and C-suite stakeholders.

• Create and sustain account maps detailing contacts, decision-makers, champions, and detractors.

• Advocate for customer priorities, interests, and concerns within the organization.

• Conduct quarterly Executive Business Reviews focusing on ROI, product utilization, platform health, risks, and collaborative success plans.

• Oversee preparation, execution, follow-up, action items, and commitments related to EBRs.

• Develop and uphold Account Success Plans with defined goals, milestones, risks, commitments, and adoption targets.

• Ensure renewal readiness at least 90 days prior to renewal dates.

• Collaborate with Sales on renewals without engaging in contract negotiations or maintaining a sales quota.

• Proactively identify risks and highlight at-risk accounts.

• Retain knowledge of customer deployments, configurations, integrations, users, issues, and change history.

• Monitor case portfolios, ticket aging, escalations, and adherence to SLAs.

• Take part in critical-incident bridge calls, communicating with technical leads and customer leadership.

• Evaluate post-incident Root Cause Analyses and convey the customer's perspective.

• Promote the adoption of NOVA, RingSense/ACE, AI Receptionist, and RingCX AI features.

• Convert AI capabilities into quantifiable business results and keep AI adoption roadmaps updated.

• Cultivate customer champions across operational, managerial, and executive tiers.

• Voice the customer’s needs to Product, Engineering, and Support teams.

• Maintain CRM accuracy by documenting interactions, health scores, risks, and action items within 24 hours.

⛳️ Requirements

• 5–8 years of experience in a customer-facing post-sales role (CSM, TAM, Solutions Consultant, or Technical Account Executive) within a SaaS, UCaaS, or CCaaS setting.

• Proven history of managing complex Enterprise B2B accounts with high ARR, multi-stakeholder frameworks, and technically sophisticated environments.

• Established experience in managing executive relationships directly with VP and C-suite stakeholders.

• Demonstrated ability to independently prepare and present executive-level business reviews or QBRs.

• Capacity to operate with strong technical credibility alongside customer IT teams.

• Exceptional written and verbal communication skills suited for executive briefings.

• Proficiency in Salesforce or similar CRM systems with a commitment to data hygiene.

• Preferred: prior experience with UCaaS or CCaaS platforms.

• Preferred: experience with account recovery, managing at-risk accounts, post-incident relationship restoration, and competitive displacement strategies.

• Preferred: familiarity with customer success tools (Gainsight, Totango, Vitally, or equivalent).

• Preferred: technical certification such as CCNA, AWS Solutions Architect, or relevant UCaaS/CCaaS certification.

• Preferred: Bachelor’s degree in Business, Computer Science, Information Systems, or equivalent professional experience.

• Technical proficiency 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, 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) offering counseling sessions available 24/7.

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

• Employee referral bonus 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.