Technical Success Manager

Role overview 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. Large, complex, high-ARR accounts require one authoritative voice who understands their business at the executive level and their platform at the architecture level. The TSM is funded through a customer-paid service agreement, meaning their mandate is pure advocacy. They do not carry a sales quota, do not upsell, and do not negotiate renewals. Their focus is to ensure that every assigned customer is successful, healthy, and renewal-ready. Commercial outcomes (retention and expansion) are the natural consequence of doing that job excellently. 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. UCaaS Fundamentals 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. CCaaS & Contact Center 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. Agentic AI & Automation 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. Integrations & Ecosystem 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. Experience & Qualifications Required 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 profici ency with disciplined data hygiene. Preferred 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. What we offer 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 RingCentral's work culture is the backbone of our success. And don't just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success. About RingCentral RingCentral is a global leader in agentic voice AI–powered business communications, delivering an integrated platform for business phone, SMS, contact center, workforce engagement management, video collaboration, and messaging. As the communications layer connecting businesses and customers, RingCentral is the front door of business communication and is in the advantageous position to apply AI at every phase of the conversation journey — before, during, and after each interaction. Our agentic AI portfolio includes autonomous voice-first AI agents that automate calls, assist in the moment, and analyze every interaction – enabling businesses to work smarter, respond faster, and connect more meaningfully with their customers. Visit ringcentral.com to learn more. RingCentral is an #J-18808-Ljbffr RingCentral