Director of Technical Success

Job Summary

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

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, overseeing their performance management and leadership growth
• 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 second-line leadership strongly preferred
• Strong commercial instincts with the ability to identify systemic risks and develop recovery strategies
• Proven executive presence and comfort engaging with VP and C-suite level customers
• Background in UCaaS or CCaaS industries strongly preferred