Enterprise Tech Success Director

RingCentral; United States; Remote; USD 185,000 - 250,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401K match

Employee stock purchase plan (ESPP)

Paid time off

Job summary

RingCentral is seeking a Director, Technical Success - Enterprise to lead the Enterprise segment in the TSM organization. You will drive NRR/GRR targets, manage a team of Managers, and maintain executive relationships across top strategic accounts in the region.

The role demands commercial acumen and a track record of developing leaders who build high-performing teams. You will collaborate with Sales, Product, and Engineering to influence renewal strategies, risk mitigation, and growth

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.
• 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, not just the accounts that are visible in escalation.
• 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.
• 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.
• 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.
• 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

Leadership

Executive presence

UCaaS/CCaaS familiarity

Strategic account management

Cross-functional collaboration

People management

Forecasting

Remote team leadership

Education

Bachelor's degree

Job description

RingCentral is seeking a Director, Technical Success - Enterprise to lead the Enterprise segment in the TSM organization. You will drive NRR/GRR targets, manage a team of Managers, and maintain executive relationships across top strategic accounts in the region.

The role demands commercial acumen and a track record of developing leaders who build high-performing teams. You will collaborate with Sales, Product, and Engineering to influence renewal strategies, risk mitigation, and growth