Director, Technical Success - Enterprise

About this role

Say hello to opportunities.

If you’re looking to be part of what’s next in communication, you’re in the right place. 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.

This is where you and your skills come in. The Director, Technical Success — Enterprise leads the Enterprise segment TSM organization within their region. They manage through Managers and are accountable for the full segment's NRR and GRR performance, team health, and the quality of customer relationships across every account in the segment. This is a senior leadership role that requires commercial acumen, executive customer presence, and the ability to develop managers who in turn develop great TSMs. 

The Enterprise Director leads the highest-stakes segment in the TSM organization. Every account in their span represents significant ARR and carries outsized retention risk if mismanaged. The Director must be comfortable in executive customer rooms and must develop Managers who are equally comfortable there.    Core Responsibilities    Segment Performance Ownership  • 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. 

  Manager Development & Team Leadership  • 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. 

  Customer Engagement  • 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. 

  Cross-Functional & Operational Leadership  • 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. 

  Experience & Qualifications    Required  • 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. 

• Familiarity with managing distributed, remote, or cross-regional teams. 

• Deep familiarity with RingCentral's product portfolio or a direct competitor's platform. 

  Education  • Bachelor's degree required. Advanced degree or executive education is a plus. 

  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 recognize

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