Enterprise Director, Technical Success

RingCentral; Northern (KY); Hybrid; USD 185,000 - 250,000; Full time

Benefits offered by this job

Comprehensive benefits package

HSA & FSAs

401K match and ESPP

Paid time off and parental leave

Employee assistance program (EAP)

Job summary

RingCentral is seeking a Director, Technical Success—Enterprise to lead the Enterprise TSM segment, owning NRR/GRR and escalations, while developing Managers into future Directors. You will engage executive customers, coordinate with sales, and drive segment health across regional accounts.

This senior role requires 8+ years in post-sales, strong commercial instincts, and proven experience in leading managers, with UCaaS/CCaaS background and deep product familiarity.

Qualifications

• 8+ years in post-sales customer-facing roles — CSM, TAM, or equivalent — with at least 3 years in a people management role.
• Demonstrated track record of leading Managers, not just individual contributors — second-line leadership experience strongly preferred.
• Strong commercial instincts: can read a NRR/GRR forecast, identify systemic risk, and develop segment-level recovery strategies.
• Proven executive customer presence — comfortable representing RingCentral at VP and C-suite level in strategic account situations.
• UCaaS or CCaaS industry background strongly preferred.
• Preferred Experience leading a segment in a comparable SaaS or cloud communications company.
• Familiarity with managing distributed, remote, or cross-regional teams.
• Deep familiarity with RingCentral's product portfolio or a direct competitor's platform.
• Education Bachelor's degree required.
• Advanced degree or executive education is a plus.

Responsibilities

• Own the Enterprise segment's NRR and GRR targets for the region — accountable for the full portfolio outcome.
• Maintain a real-time view of segment health: account risk, renewal pipeline, EBR cadence compliance, and executive coverage rates.
• Conduct segment-level account reviews with Managers — identifying systemic patterns, at-risk clusters, and resource deployment decisions.
• Bring accurate, timely portfolio intelligence to the AVP/RVP — no surprises, no filtered data.
• Manager Development & Team Leadership Lead 3–5 Managers, Technical Success — coaching them on people management, coaching technique, and escalation judgment.
• Conduct regular 1:1s with each Manager; review their team health data, listen to their coaching challenges, and help them grow as leaders.
• Own the performance management process for Managers — setting clear expectations, providing documented feedback, and making timely decisions on performance concerns.
• Build the management bench: identify future Director candidates from within the Manager layer and give them deliberate developmental exposure.
• Customer Engagement Engage directly in the segment's highest-ARR or highest-risk accounts — joining EBRs, executive escalations, and strategic renewal conversations as the Director-level RingCentral voice.
• Maintain at least quarterly direct contact with the top accounts in the segment; do not allow the Director relationship to become purely internal-facing.
• Co-lead account recovery efforts with the Manager and TSM on accounts in serious jeopardy — provide the additional executive weight and cross-functional access that a TSM alone cannot.
• Cross-Functional & Operational Leadership Partner with Sales leadership on the segment's renewal forecast, at-risk account strategy, and expansion pipeline.
• Serve as the segment's voice in product feedback forums — synthesizing intelligence from the Manager layer and the account base into prioritized, evidence-backed input to Product and Engineering.
• Contribute to segment coverage modeling, headcount planning, and account assignment design in partnership with the AVP/RVP.
• Ensure process consistency across the segment: EBR standards, CRM hygiene, renewal readiness protocols, and escalation routing.
• Ensure Enterprise TSMs maintain documented multi-threaded executive coverage (VP+) across 100% of assigned accounts — single-threaded relationships are a risk flag surfaced to the Manager, not accepted as standard.
• Lead the Enterprise segment's contribution to the customer advisory board and reference program — ensuring the segment's strategic accounts are active in RingCentral's customer community.

Skills

Executive presence

People management

Commercial acumen

NRR/GRR forecasting

UCaaS/CCaaS knowledge

Education

Bachelor's degree

Advanced degree

Job description

RingCentral is seeking a Director, Technical Success—Enterprise to lead the Enterprise TSM segment, owning NRR/GRR and escalations, while developing Managers into future Directors. You will engage executive customers, coordinate with sales, and drive segment health across regional accounts.

This senior role requires 8+ years in post-sales, strong commercial instincts, and proven experience in leading managers, with UCaaS/CCaaS background and deep product familiarity.