Technical Success Manager

Role overview

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 for each customer.
• Ensure every assigned account has a documented AI adoption roadmap as part of their Account Success Plan.

• 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…