Technical Success Manager - RingCentral

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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