VP, Technical Success — Strategic Accounts

RingCentral•Denver, CO

22h

About The Position

At RingCentral, we believe the best customer experiences happen when humans and AI work together. Our agentic voice AI portfolio—AIR, AVA, and ACE—brings together automation, assistance, and insights across the entire conversation lifecycle. The result? More seamless, intelligent experiences for businesses everywhere. With $2.5B+ in ARR and $250M invested in R&D annually, we’re building the future of AI-powered business communications. The Vice President, Technical Success — Strategic Accounts is RingCentral's senior-most post-sales relationship executive for the company's most important customers. Strategic Accounts are not defined by seat count alone — they are defined by ARR significance, strategic influence, competitive sensitivity, and the degree to which losing them would matter to the company in ways beyond the number on a spreadsheet. This VP owns those relationships at the organizational level. This is a VP-level role, which means the posture, the access, and the accountability are all higher than the AVP layer. The VP, Strategic Accounts represents RingCentral in executive rooms where decisions are made — not rooms where decisions are reported. They build peer-level relationships with Chief Experience Officers, Chief Operating Officers, and Chief Technology Officers. They sit at the table when their customers' boards are asking questions about communications strategy. That is the expectation. The VP leads through Directors and in close partnership with Principal TSMs. They do not manage accounts directly as a steady state — but they are personally present in the accounts where their presence changes the outcome. Their job is to build a team that doesn't need them in every room, while being irreplaceable in the rooms that matter most. The VP IS the most senior post-sales voice in RingCentral for Strategic Accounts. They own the customer relationship at the organizational level — not just the portfolio metric. The VP IS accountable for the NRR and GRR of the Strategic Accounts segment. The number belongs to them, and they run it like it does. The VP IS NOT a quota-carrying sales executive. They do not own the commercial negotiation. They own the conditions that make customers want to stay and grow — which is different, harder, and more durable. The VP IS NOT a super-Director who reviews account plans and attends EBRs. They set strategy, build leadership, and get personally involved in the accounts where their title and relationships create leverage that no one below them can replicate. This role is for a senior leader who has built a career on the belief that the best commercial outcome is a consequence of genuine customer success — not a substitute for it. You have done this work at the highest level of enterprise complexity, and you have the relationships and the track record to prove it. You are the kind of person that RingCentral's most important customers want to call when something matters — not because you have a title, but because you have demonstrated that you understand their business, you tell the truth, and you follow through. That reputation is built over years and accounts, and you have built it. You lead through a team of Directors and Principal TSMs with the same philosophy: set the standard, provide the access, give credit, hold accountability. You do not need to be in every room. But the rooms that matter know you are available for them. You are not here to sell. You are here to ensure that RingCentral's most important customers never seriously consider leaving — and that when they grow, they grow with us. That is the job.

Requirements

12+ years in post-sales customer-facing leadership — TAM, CSM, Technical Account Executive, or post-sales VP — in a SaaS, UCaaS, CCaaS, or enterprise technology company.
5+ years at a VP level or equivalent senior leadership role with direct accountability for a named or strategic accounts program and measurable NRR/GRR outcomes.
Demonstrated track record of building and maintaining C-suite and CXO-level relationships in enterprise accounts — not as a guest at meetings, but as a trusted peer with ongoing access.
Experience leading through Directors; second-line leadership with a proven ability to develop Director-level talent into more senior roles.
Deep familiarity with the post-sales economics of a high-ARR named accounts program: how to tier accounts, how to staff them, how to price the service, and how to measure its retention impact.
Proven ability to represent post-sales interests in senior commercial and product conversations — credible with Sales VPs, Product leaders, and Engineering executives.
Strong commercial judgment: reads a renewal forecast with precision, identifies systemic risk early, and develops segment-level recovery strategies that Sales leadership trusts.
Bachelor's degree required.

Nice To Haves

Prior experience in UCaaS or CCaaS specifically — RingCentral, NICE CXone, Genesys, Five9, Zoom, or a comparable enterprise communications platform.
Experience building or scaling a named accounts / strategic accounts program from scratch — defining the selection criteria, the coverage model, and the service differentiation.
Background managing global named accounts — coordinating with regional post-sales leaders across EMEA and APAC on shared customers.
Familiarity with AI transformation conversations at the enterprise level — sufficient to represent RingCentral's AI roadmap credibly at a CXO briefing.
Advanced degree (MBA, or technical graduate degree) strongly preferred for a role at this level.

Responsibilities

Own the Strategic Accounts NRR and GRR targets — full, unambiguous accountability for the retention and revenue health of the segment's book of business.
Define the Strategic Accounts coverage model: which accounts are in the segment, how they are tiered, what the service standard is for each tier, and how the Principal / Sr. TSM / TSM layer is deployed within it.
Develop the segment's annual operating plan: headcount, account assignment rationale, performance targets by tier, and investment priorities.
Maintain a precise, current view of the segment's commercial health — renewal pipeline, at-risk clusters, expansion opportunity, and competitive displacement risk — and report it to the SVP accurately and without delay.
Set the segment's NRR recovery strategy when accounts are at risk: cross-functional resource deployment, executive escalation pathways, and timeline accountability.
Serve as the senior RingCentral post-sales executive in the segment's most strategically important accounts — not occasionally, not just at renewals.
Build and maintain peer-level CXO and C-suite relationships across the Strategic Accounts portfolio — relationships that are independent of the assigned TSM and that provide the VP with direct intelligence about account health, competitive exposure, and strategic direction.
Lead RingCentral's executive engagement program for Strategic Accounts: structured CXO touchpoints, executive advisory forums, customer advisory board membership, and joint business planning sessions with the customer's senior leadership.
Personally lead the EBR for the segment's top-five accounts at least annually; participate in the EBR for the top-twenty at least semi-annually.
Own the executive escalation pathway for Strategic Accounts: when a customer escalates to the CEO level, the VP, Strategic Accounts is the first internal executive who owns the response.
Lead 2–3 Directors of Technical Success — Strategic Accounts, holding them accountable for team performance, Director-level customer engagement, and the development of their TSM pods.
Maintain a close working relationship with Principal TSMs assigned to Strategic Accounts — the VP's most senior IC practitioners.
Coach Directors on how to lead through complex account situations, how to develop TSMs toward the Principal level, and how to use the VP's executive access strategically rather than reactively.
Own succession planning for the segment: identify the next Director and the next VP-level candidate within the current team, and provide them with deliberate developmental exposure.
Represent the Strategic Accounts segment in RingCentral's most senior internal forums — product roadmap reviews, pricing decisions, go-to-market strategy — as the voice of the company's most important customers.
Partner with the Chief Revenue Officer and VP-level Sales counterparts on the segment's commercial strategy: joint account planning, renewal strategy for the largest accounts, and expansion opportunity development.
Own the product feedback loop from Strategic Accounts to Product and Engineering — synthesizing field intelligence from the segment's most sophisticated, highest-stakes customers into prioritized, executive-level input that influences roadmap decisions.
Partner with the global SME practice (AVP, SME) to ensure Strategic Accounts have priority access to RingCentral's deepest technical expertise, and that SME engagement quality in Strategic Accounts reflects the service standard the segment demands.
Coordinate with UK/EMEA and AU/APAC RVPs on named global accounts — ensuring coverage is seamless, ownership is clear, and the customer experiences RingCentral as a single, coherent post-sales organization regardless of geography.
Own the Strategic Accounts AI adoption agenda — ensuring every account in the segment has a documented, executive-sponsored AI transformation roadmap tied to their stated business strategy, not just a feature activation checklist.
Engage personally with customer C-suite on RingCentral's Agentic AI and platform vision — positioning RingCentral as a strategic AI partner, not a communications vendor.
Partner with Product and Solutions Engineering to bring early-access AI capabilities to Strategic Accounts, and to use Strategic Account feedback to shape the AI roadmap.

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