Technical Success Manager

RingCentral

5d • $90,000 - $144,000 • Hybrid

About The Position

The Technical Success Manager (TSM) is RingCentral's unified post-sales relationship owner, merging the Customer Success Manager (CSM) and Technical Account Manager (TAM) functions into a single, high-accountability role. The TSM is a dedicated customer advocate who entirely owns the post-sales customer relationship and is fully accountable for all success and operational outcomes. This role is designed for large, complex, high-ARR accounts requiring an authoritative voice who understands the customer's business at the executive level and their platform at the architecture level. The TSM is funded through a customer-paid service agreement, ensuring their mandate is pure advocacy. They do not carry a sales quota, upsell, or negotiate renewals. Their primary focus is to ensure that every assigned customer is successful, healthy, and renewal-ready, with commercial outcomes like retention and expansion being a natural consequence of excellent performance.

Requirements

• 5–8 years in a customer-facing post-sales role (CSM, TAM, Solutions Consultant, or Technical Account Executive) within a SaaS, UCaaS, or CCaaS environment.
• Demonstrated track record managing complex Enterprise B2B accounts with high ARR, multi-stakeholder structures, and technically sophisticated environments.
• Proven executive relationship management experience working directly with VP and C-suite stakeholders.
• Experience independently preparing and delivering executive-level business reviews or QBRs.
• Ability to operate with strong technical credibility alongside customer IT teams.
• Excellent written and verbal communication skills tailored for executive briefings.
• Salesforce or equivalent CRM proficiency with disciplined data hygiene.
• VoIP architecture, SIP trunking, PSTN connectivity, and cloud telephony fundamentals.
• Network considerations for voice quality: QoS, jitter, latency, bandwidth planning, and common failure modes.
• Directory integration: Active Directory/Azure AD, SSO/SAML, and provisioning patterns.
• RingCentral product portfolio: RingEX (MVP), RingCX, RingSense/ACE, NOVA, and AI Receptionist.
• Contact center architecture: ACD routing, IVR/IVA design, omnichannel delivery (voice, chat, email, social), and queue management.
• Workforce management concepts: scheduling, adherence, forecasting, and real-time monitoring.
• Contact center reporting: KPI frameworks (FCR, AHT, CSAT, ASA), BI integrations, and operational analytics.
• Familiarity with the competitive CCaaS landscape (e.g., NICE CXone, Genesys, Five9, Zoom) sufficient to contextualize RingCentral's positioning.
• Conversational AI and virtual agent concepts: intent classification, dialogue management, fallback handling, and live agent handoffs.
• AI-assisted agent tools: real-time transcription, auto-summarization, next-best-action, and sentiment scoring.
• RingCentral NOVA and RingSense/ACE capabilities — deployment patterns, use case mapping, and outcome measurement.
• CRM integration patterns: Salesforce, ServiceNow, Zendesk, Microsoft Dynamics — screen pop, activity logging, and workflow triggers.
• API concepts at a functional level: REST, webhooks, and authentication (OAuth) sufficient to facilitate conversations between customer IT and RingCentral engineering.
• Microsoft 365 and Google Workspace ecosystem context: Teams integration, co-existence models, and identity federation.

Nice To Haves

• Prior experience specifically with UCaaS or CCaaS platforms (RingCentral, NICE CXone, Genesys, Five9, Zoom, or comparable).
• Experience navigating account recovery: at-risk accounts, post-incident relationship repair, and competitive displacement responses.
• Familiarity with customer success tooling (Gainsight, Totango, Vitally, or equivalent).
• Technical certification such as CCNA, AWS Solutions Architect, or an equivalent UCaaS/CCaaS certification
• Bachelor's degree in Business, Computer Science, Information Systems, or equivalent professional experience.

Responsibilities

• Own an assigned portfolio post-sale, serving as the sole named point of accountability for each customer's success with RingCentral's UCaaS, CCaaS, and Agentic AI platforms.
• Build and maintain multi-threaded executive relationships within each account (VP, SVP, and C-suite level), ensuring RingCentral is embedded in the customer's strategic planning.
• Develop and actively maintain a documented account map detailing key contacts, decision-makers, champions, and detractors.
• Be the customer's internal advocate, representing their interests, priorities, and concerns in every internal RingCentral conversation.
• Lead quarterly Executive Business Reviews (EBRs) presenting a structured business value narrative: ROI realized, product utilization benchmarks, platform health, open risk items, and a forward-looking joint success plan.
• Own the EBR lifecycle from preparation through execution and follow-through — building the deck, facilitating the meeting, capturing action items, and closing commitments.
• Ensure 100% of assigned accounts receive an EBR on cadence every quarter without exception.
• Create and maintain a living Account Success Plan (ASP) for each customer, containing documented goals, milestones, risks, joint commitments, and adoption targets.
• Drive renewal readiness by ensuring every assigned account is health-scored, outcome-validated, and commercially aligned at least 90 days prior to renewal.
• Partner with Sales at the appropriate time on renewals, providing a clear health narrative and supporting the value conversation without participating in contract negotiations.
• Flag at-risk accounts early through proactive risk identification rather than waiting for lagging churn indicators.
• Maintain a working understanding of each customer's RingCentral deployment: platform configuration, integration points, user footprint, open issues, and recent change history.
• Monitor the case portfolio for assigned accounts to track aging tickets, escalation status, and SLA adherence.
• During critical incidents, outages, or major bugs: join bridge calls, communicate proactively with customer technical leads, and provide executive-level summaries to customer leadership.
• Review post-incident Root Cause Analyses (RCAs) for accuracy and completeness, representing the customer's perspective in post-incident reviews.
• Actively drive adoption of RingCentral's AI capabilities, including NOVA, RingSense/ACE, AI Receptionist, and RingCX AI features.
• Translate AI platform capabilities into specific, measurable business outcomes for each customer.
• Ensure every assigned account has a documented AI adoption roadmap as part of their Account Success Plan.
• Identify, cultivate, and maintain customer champions at multiple levels, including operational power users, mid-level managers, and executive sponsors.
• Serve as the voice of the customer in internal forums (Product, Engineering, Support) to ensure feedback influences the product roadmap and operational changes.
• Maintain disciplined CRM hygiene, logging all customer interactions, health scores, risk flags, and action items within 24 hours.

Benefits

• Comprehensive medical, dental, vision, disability, life insurance
• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
• 401K match and ESPP
• Paid time off and paid sick leave
• Paid parental and pregnancy leave and new parent gift boxes
• Family-forming benefits (IVF, Preservation, Adoption etc.)
• Emergency backup care (Child/Adult/Pets)
• Employee Assistance Program (EAP) with counseling sessions available 24/7
• Free legal services that provide legal advice, document creation and estate planning
• Employee bonus referral program
• Student loan refinancing assistance
• Employee perks and discounts program
• Eligibility for variable pay, equity, and benefits
• Health and wellness
• 401k
• ESPP
• Vacation
• Parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Senior