Director of Technical Success

Job Summary

Leading the Enterprise segment's Technical Success Management organization, the full-time Director of Technical Success will be responsible for managing a team of Managers, driving segment performance, and engaging with high-stakes accounts to ensure customer satisfaction and retention.

Key responsibilities

• Own the Enterprise segment's NRR and GRR targets, ensuring comprehensive oversight of account health and renewal strategies
• Develop and coach 3-5 Managers on effective leadership and performance management, while fostering their growth within the organization
• Engage directly with top-tier accounts in strategic discussions, providing executive support during escalations and renewals

Required qualifications

• 8+ years in post-sales customer-facing roles, with at least 3 years in a people management capacity
• Proven experience leading Managers and developing second-line leadership capabilities
• Strong commercial instincts with the ability to analyze NRR/GRR forecasts and devise recovery strategies
• Demonstrated executive presence and comfort in high-level customer interactions
• Background in UCaaS or CCaaS industries is strongly preferred