Director of Technical Success
Job Summary
Leading the Enterprise segment TSM organization, the full-time salaried Director of Technical Success will manage a team of Managers, ensuring segment performance, team health, and customer relationship quality while engaging directly with high-stakes accounts.
Key responsibilities
- Own the NRR and GRR targets for the Enterprise segment, maintaining a real-time view of account health and conducting segment-level reviews
- Develop and coach 3-5 Managers in Technical Success, overseeing their performance and fostering leadership growth
- Engage with high-ARR and high-risk accounts, participating in executive escalations and strategic renewal conversations
Required qualifications
- 8+ years in post-sales customer-facing roles, with at least 3 years in a people management position
- Demonstrated experience leading Managers, with a strong preference for second-line leadership experience
- Strong commercial instincts and the ability to develop recovery strategies based on NRR/GRR forecasts
- Proven executive presence, comfortable engaging with VP and C-suite level stakeholders
- Background in UCaaS or CCaaS industries is strongly preferred
Complete Job Description
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