[Hiring] Technical Success Manager @RingCentral

Role Description

The Technical Success Manager (TSM) is RingCentral's unified post-sales relationship owner — the deliberate merger of 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.

Core Responsibilities:

• Account Ownership & Relationship Management
  • 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.
• Executive Business Reviews (EBRs)
  • Lead quarterly 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.
• Success Planning & Renewal Readiness
  • 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.
• Technical Oversight & Incident Management
  • 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.
• AI Adoption & Platform Value
  • 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.
• Champion Development & Cross-Functional Collaboration
  • 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.
• Technical Knowledge & Platform Fluency
  • The TSM does not need to be a network engineer, but they must be technically credible and able to engage fluently with a customer's IT Director and CIO without requiring translation.

Qualifications

• 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.

Requirements

• 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.

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.