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, drive segment performance, and engage with high-stakes accounts to enhance customer relationships and retention.
Key responsibilities
- Own the Enterprise segment's NRR and GRR targets, maintaining a real-time view of segment health and conducting account reviews
- Develop and coach 3-5 Managers in Technical Success, focusing on leadership skills and team performance management
- Engage directly with high-ARR or 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 in leading Managers and developing second-line leadership
- Strong commercial instincts with the ability to analyze NRR/GRR forecasts and develop recovery strategies
- Proven executive customer presence, comfortable engaging at VP and C-suite levels
- Background in UCaaS or CCaaS industries is strongly preferred
Complete Job Description
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