Technical Success Manager

Say hello to opportunities. If you’re looking to be part of what’s next in communication, you’re in the right place. At Ring Central, 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 Ring Central'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.

• Own an assigned portfolio post-sale, serving as the sole named point of accountability for each customer's success with Ring Central's UCaaS, CCaaS, and Agentic AI platforms.
• Build and maintain multi-threaded executive relationships within each account (VP, SVP, and C-suite level), ensuring Ring Central 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 Ring Central conversation.

• 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 E  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 E  on cadence every quarter without exception.

• 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.

• Maintain a working understanding of each customer's Ring Central 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.

• Actively drive adoption of Ring Central's AI capabilities, including NOVA, Ring Sense/ACE, AI Receptionist, and RingCX AI features.
• Translate AI platform capabilities into specific, measurable business outcomes…