Technical Success Manager

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.

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 integratio

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