Director, Technical Success - Enterprise

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Technical Success - Enterprise based in the United States.

This senior leadership role oversees the Enterprise Technical Success organization and owns the overall health and commercial performance of a high-value customer <portfolio.You>’ll lead through a team of Managers, developing strong leaders who can guide Technical Success Managers and build lasting executive relationships.The role carries accountability for regional Net Revenue Retention (NRR) and Gross Revenue Retention (GRR), as well as team health and customer <outcomes.You>’ll engage directly with strategic and high-risk enterprise accounts, providing executive-level guidance during renewals, escalations, and business reviews.Working closely with Sales, Product, Engineering, and senior leadership, you’ll turn portfolio intelligence into action and influence product direction.This is an environment that values commercial judgment, operational rigor, transparent communication, and strong people leadership.The opportunity is ideal for an experienced post-sales leader who can operate strategically while remaining close to customers and developing the next generation of managers.

Accountabilities

• Own Enterprise segment NRR and GRR performance for the region, maintaining clear accountability for portfolio-wide customer and commercial outcomes.
• Maintain a real-time view of segment health, including account risk, renewal pipelines, executive coverage, business review cadence, and emerging retention concerns.
• Lead regular portfolio reviews with Managers to identify systemic risks, account clusters, resource requirements, and opportunities for proactive intervention.
• Provide accurate portfolio intelligence and recommendations to senior leadership, ensuring risks and performance trends are surfaced early and transparently.
• Lead and develop 3–5 Technical Success Managers through coaching, regular 1:1s, performance management, and leadership development.
• Build a strong management pipeline by identifying and developing future leadership talent within the organization.
• Personally engage with the highest-value and highest-risk enterprise accounts through executive business reviews, strategic renewals, escalations, and account recovery initiatives.
• Maintain regular executive-level relationships with strategic customers and ensure multi-threaded VP+ coverage across assigned enterprise accounts.
• Partner with Sales leadership on renewal forecasting, at-risk account strategies, and expansion opportunities.
• Represent the Enterprise segment in product feedback forums, synthesizing customer intelligence into evidence-based recommendations for Product and Engineering.
• Contribute to coverage modeling, headcount planning, account assignment strategies, and broader organizational planning.
• Ensure consistent execution of customer success processes, including business review standards, CRM hygiene, renewal readiness, and escalation protocols.
• Lead the Enterprise segment’s participation in customer advisory and reference programs, strengthening strategic customer engagement and advocacy.

Requirements

8+ years of experience in post-sales, customer-facing roles such as Customer Success, Technical Account Management, or equivalent functions, including at least 3 years in people management.

Demonstrated experience managing managers and developing second-line leadership capabilities; experience leading through a management layer is strongly preferred.

Strong commercial acumen and the ability to interpret NRR/GRR performance, identify systemic risks, and develop segment-level recovery strategies.

Proven executive presence, with confidence representing an organization in strategic conversations with VP- and C-suite-level customers.

Strong understanding of enterprise SaaS customer success, retention, renewals, expansion, and account risk management.

UCaaS or CCaaS industry experience is strongly preferred, with experience in SaaS or cloud communications environments highly valuable.

Experience managing distributed, remote, or cross-regional teams is preferred.

Strong coaching, leadership, communication, decision-making, and stakeholder management skills.

Ability to operate with commercial judgment while balancing customer experience, team development, and organizational priorities.

Bachelor's degree required; an advanced degree or executive education is a plus.

Benefits

• Base salary: $184,800–$249,800 for full-time employees, with compensation varying based on location, skills, and experience.
• Eligibility for variable pay and equity in addition to base compensation.
• Comprehensive medical, dental, vision, disability, and life insurance.
• 401(k) matching, Employee Stock Purchase Plan (ESPP), Health Savings Account, Flexible Spending Accounts, and commuter benefits.
• Paid time off and paid sick leave.
• Paid parental and pregnancy leave, plus new-parent support.
• Family-forming benefits, including IVF, preservation, and adoption assistance.
• Emergency backup care for children, adults, and pets.
• 24/7 Employee Assistance Program with counseling support.
• Free legal services, including legal advice, document creation, and estate planning.
• Student loan refinancing assistance.
• Employee referral bonuses, perks, discounts, and additional wellbeing programs.
• Remote working environment with opportunities to collaborate across regions and functions.
• Inclusive workplace culture focused on professional development, leadership growth, and employee wellbeing.