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 team performance, driving customer engagement, and ensuring segment health while engaging directly with high-stakes accounts in a remote environment.
Key responsibilities
- Own the Enterprise segment's NRR and GRR targets, maintaining a real-time view of account health and conducting segment-level account reviews
- Lead and develop 3-5 Managers, focusing on people management, coaching techniques, and performance management processes
- 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 role
- Demonstrated experience in leading Managers and developing second-line leadership capabilities
- Strong commercial instincts with the ability to analyze NRR/GRR forecasts and develop recovery strategies
- Proven executive customer presence, comfortable representing the company at VP and C-suite levels
- UCaaS or CCaaS industry background strongly preferred
Complete Job Description
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