Technical Success Manager
$90,000–$90,000 year
RemoteUnited States
Job Summary
Own assigned post-sales portfolios as the sole point of accountability for UCaaS, CCaaS, and Agentic AI customers, building multi-threaded executive relationships with C-suite stakeholders. Lead quarterly Executive Business Reviews to present ROI and utilization benchmarks, ensuring 100% cadence adherence while maintaining a living Account Success Plan with documented goals and renewal readiness 90 days prior to contract expiration. Drive adoption of AI capabilities like NOVA and ACE by translating features into measurable outcomes and maintaining a documented adoption roadmap for each account. Monitor case portfolios for aging tickets and SLA adherence, joining bridge calls during critical incidents to communicate proactively with technical leads and review Root Cause Analyses from the customer's perspective. Serve as the internal advocate for customer interests across Product, Engineering, and Support forums, ensuring feedback influences the roadmap while maintaining disciplined CRM hygiene within 24 hours.
Required Qualifications
- 5–8 years in a customer-facing post-sales role (CSM, TAM, Solutions Consultant, or Technical Account Executive) within a SaaS, UCaaS, or CCaaS environment
- Demonstrated track record managing complex Enterprise B2B accounts with high ARR, multi-stakeholder structures, and technically sophisticated environments
- Proven executive relationship management experience working directly with VP and C-suite stakeholders
- Experience independently preparing and delivering executive-level business reviews or QBRs
- Ability to operate with strong technical credibility alongside customer IT teams
- Excellent written and verbal communication skills tailored for executive briefings
- Salesforce or equivalent CRM proficiency with disciplined data hygiene
Desired Qualifications
- Prior experience specifically with UCaaS or CCaaS platforms (RingCentral, NICE CXone, Genesys, Five9, Zoom, or comparable)
- Experience navigating account recovery: at-risk accounts, post-incident relationship repair, and competitive displacement responses
- Familiarity with customer success tooling (Gainsight, Totango, Vitally, or equivalent)
- Technical certification such as CCNA, AWS Solutions Architect, or an equivalent UCaaS/CCaaS certification
- Bachelor's degree in Business, Computer Science, Information Systems, or equivalent professional experience
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