VP, Technical Success — Strategic Accounts
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If you’re looking to be part of what’s next in communication, you’re in the right place.
At RingCentral, we believe the best customer experiences happen when humans and AI work together. Our agentic voice AI portfolio—AIR, AVA, and ACE—brings together automation, assistance, and insights across the entire conversation lifecycle. The result? More seamless, intelligent experiences for businesses everywhere.
With $2.5B+ in ARR and $250M invested in R&D annually, we’re building the future of AI-powered business communications.
The Role
The Vice President, Technical Success — Strategic Accounts is RingCentral's senior-most post-sales relationship executive for the company's most important customers. Strategic Accounts are not defined by seat count alone — they are defined by ARR significance, strategic influence, competitive sensitivity, and the degree to which losing them would matter to the company in ways beyond the number on a spreadsheet. This VP owns those relationships at the organizational level.
This is a VP-level role, which means the posture, the access, and the accountability are all higher than the AVP layer. The VP, Strategic Accounts represents RingCentral in executive rooms where decisions are made — not rooms where decisions are reported. They build peer-level relationships with Chief Experience Officers, Chief Operating Officers, and Chief Technology Officers. They sit at the table when their customers' boards are asking questions about communications strategy. That is the expectation.
The VP leads through Directors and in close partnership with Principal TSMs. They do not manage accounts directly as a steady state — but they are personally present in the accounts where their presence changes the outcome. Their job is to build a team that doesn't need them in every room, while being irreplaceable in the rooms that matter most.
What This Role Is — and Is Not
- The VP IS the most senior post-sales voice in RingCentral for Strategic Accounts. They own the customer relationship at the organizational level — not just the portfolio metric.
- The VP IS accountable for the NRR and GRR of the Strategic Accounts segment. The number belongs to them, and they run it like it does.
- The VP IS NOT a quota-carrying sales executive. They do not own the commercial negotiation. They own the conditions that make customers want to stay and grow — which is different, harder, and more durable.
- The VP IS NOT a super-Director who reviews account plans and attends EBRs. They set strategy, build leadership, and get personally involved in the accounts where their title and relationships create leverage that no one below them can replicate.
Core Responsibilities
Segment Strategy & P&L Ownership
- Own the Strategic Accounts NRR and GRR targets — full, unambiguous accountability for the retention and revenue health of the segment's book of business.
- Define the Strategic Accounts coverage model: which accounts are in the segment, how they are tiered, what the service standard is for each tier, and how the Principal / Sr. TSM / TSM layer is deployed within it.
- Develop the segment's annual operating plan: headcount, account assignment rationale, performance targets by tier, and investment priorities.
- Maintain a precise, current view of the segment's commercial health — renewal pipeline, at-risk clusters, expansion opportunity, and competitive displacement risk — and report it to the SVP accurately and without delay.
- Set the segment's NRR recovery strategy when accounts are at risk: cross-functional resource deployment, executive escalation pathways, and timeline accountability.
Executive Customer Leadership
- Serve as the senior RingCentral post-sales executive in the segment's most strategically important accounts — not occasionally, not just at renewals. These customers should know who the VP is, have direct access to them, and trust them as a peer.
- Build and maintain peer-level CXO and C-suite relationships across the Strategic Accounts portfolio — relationships that are independent of the assigned TSM and that provide the VP with direct intelligence about account health, competitive exposure, and strategic direction.
- Lead RingCentral's executive engagement program for Strategic Accounts: structured CXO touchpoints, executive advisory forums, customer advisory board membership, and joint business planning sessions with the customer's senior leadership.
- Personally lead the EBR for the segment's top-five accounts at least annually; participate in the EBR for the top-twenty at least semi-annually.
- Own the executive escalation pathway for Strategic Accounts: when a customer escalates to the CEO level, the VP, Strategic Accounts is the first internal executive who owns the response.
Leadership of Directors & Principal TSMs
- Lead 2–3 Directors of Technical Success — Strategic Accounts, holding them accountable for team performance, Director-level customer engagement, and the development of their TSM pods.
- Maintain a close working relationship with Principal TSMs assigned to Strategic Accounts — the VP's most senior IC practitioners. The VP and Principal TSMs operate as a team at the top of the account pyramid; the VP provides organizational leverage and executive access, the Principal TSMs provide account depth and continuity.
- Coach Directors on how to lead through complex account situations, how to develop TSMs toward the Principal level, and how to use the VP's executive access strategically rather than reactively.
- Own succession planning for the segment: identify the next Director and the next VP-level candidate within the current team, and provide them with deliberate developmental exposure.
Cross-Functional Executive Influence
- Represent the Strategic Accounts segment in RingCentral's most senior internal forums — product roadmap reviews, pricing decisions, go-to-market strategy — as the voice of the company's most important customers.
- Partner with the Chief Revenue Officer and VP-level Sales counterparts on the segment's commercial strategy: joint account planning, renewal strategy for the largest accounts, and expansion opportunity development.
- Own the product feedback loop from Strategic Accounts to Product and Engineering — synthesizing field intelligence from the segment's most sophisticated, highest-stakes customers into prioritized, executive-level input that influences roadmap decisions.
- Partner with the global SME practice (AVP, SME) to ensure Strategic Accounts have priority access to RingCentral's deepest technical expertise, and that SME engagement quality in Strategic Accounts reflects the service standard the segment demands.
- Coordinate with UK/EMEA and AU/APAC RVPs on named global accounts — ensuring coverage is seamless, ownership is clear, and the customer experiences RingCentral as a single, coherent post-sales organization regardless of geography.
AI & Platform Transformation
- Own the Strategic Accounts AI adoption agenda — ensuring every account in the segment has a documented, executive-sponsored AI transformation roadmap tied to their stated business strategy, not just a feature activation checklist.
- Engage personally with customer C-suite on RingCentral's Agentic AI and platform vision — positioning RingCentral as a strategic AI partner, not a communications vendor.
- Partner with Product and Solutions Engineering to bring early-access AI capabilities to Strategic Accounts, and to use Strategic Account feedback to shape the AI roadmap.
Experience & Qualifications
Required
- 12+ years in post-sales customer-facing leadership — TAM, CSM, Technical Account Executive, or post-sales VP — in a SaaS, UCaaS, CCaaS, or enterprise technology company.
- 5+ years at a VP level or equivalent senior leadership role with direct accountability for a named or strategic accounts program and measurable NRR/GRR outcomes.
- Demonstrated track record of building and maintaining C-suite and CXO-level relationships in enterprise accounts — not as a guest at meetings, but as a trusted peer with ongoing access.
- Experience leading through Directors; second-line leadership with a proven ability to develop Director-level talent into more senior roles.
- Deep familiarity with the post-sales economics of a high-ARR named accounts program: how to tier accounts, how to staff them, how to price the service, and how to measure its retention impact.
- Proven ability to represent post-sales interests in senior commercial and product conversations — credible with Sales VPs, Product leaders, and Engineering executives.
- Strong commercial judgment: reads a renewal forecast with precision, identifies systemic risk early, and develops segment-level recovery strategies that Sales leadership trusts.
Preferred
- Prior experience in UCaaS or CCaaS specifically — RingCentral, NICE CXone, Genesys, Five9, Zoom, or a comparable enterprise communications platform.
- Experience building or scaling a named accounts / strategic accounts program from scratch — defining the selection criteria, the coverage model, and the service differentiation.
- Background managing global named accounts — coordinating with regional post-sales leaders across EMEA and APAC on shared customers.
- Familiarity with AI transformation conversations at the enterprise level — sufficient to represent RingCentral's AI roadmap credibly at a CXO briefing.
Education
- Bachelor's degree required. Advanced degree (MBA, or technical graduate degree) strongly preferred for a role at this level.
How Success Is Measured
The VP, Strategic Accounts is measured on the full leadership metrics framework, with particular weight on NRR and the quality of executive customer relationships — which are the inputs that drive NRR in this segment.
Competencies
- Strategic Customer Partnership: Strategic Customer Partnership:
Builds relationships at the level where business strategy is made, not where it is executed. RingCentral's most important customers see this VP as a partner in their success, not a vendor representative.
- Commercial Authority: Commercial Authority:
Owns the NRR number with confidence. Partners with Sales as an equal — bringing retention intelligence and customer health data that shapes the commercial strategy, not just reports on it.
- Executive Presence at Depth: Executive Presence at Depth:
Not just comfortable in executive rooms — trusted in them. Can hold a peer-level conversation with a CTO about AI architecture strategy and with a CFO about the business case for platform consolidation. The depth is real, not performative.
- Talent Architecture: Talent Architecture:
Builds a Director and Principal TSM layer that is the best in the industry. The VP's most durable contribution is the quality of the people they develop and the culture they leave behind.
- Organizational Intelligence: Organizational Intelligence:
Knows how to move the internal organization to serve the customer — without creating noise, burning bridges, or accumulating obligations. Gets things done cross-functionally through relationships, not authority.
- AI Conviction: AI Conviction:
Genuinely believes in what RingCentral's AI platform can do for customers — and communicates that conviction in a way that is specific, credible, and tied to the customer's actual business outcomes, not generic AI enthusiasm.
The Person We Are Looking For
This role is for a senior leader who has built a career on the belief that the best commercial outcome is a consequence of genuine customer success — not a substitute for it. You have done this work at the highest level of enterprise complexity, and you have the relationships and the track record to prove it.
You are the kind of person that RingCentral's most important customers want to call when something matters — not because you have a title, but because you have demonstrated that you understand their business, you tell the truth, and you follow through. That reputation is built over years and accounts, and you have built it.
You lead through a team of Directors and Principal TSMs with the same philosophy: set the standard, provide the access, give credit, hold accountability. You do not need to be in every room. But the rooms that matter know you are available for them.
You are not here to sell. You are here to ensure that RingCentral's most important customers never seriously consider leaving — and that when they grow, they grow with us. That is the job.
What we offer:
- Comprehensive medical, dental, vision, disability, life insurance
- Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
- 401K match and ESPP
- Paid time off and paid sick leave
- Paid parental and pregnancy leave and new parent gift boxes
- Family-forming benefits (IVF, Preservation, Adoption etc.)
- Emergency backup care (Child/Adult/Pets)
- Employee Assistance Program (EAP) with counseling sessions available 24/7
- Free legal services that provide legal advice, document creation and estate planning
- Employee bonus referral program
- Student loan refinancing assistance
- Employee perks and discounts program
RingCentral’s work culture is the backbone of our success. And don’t just take our word for it: we are recognized as a Best Place to Work by BuiltIn, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success.
About RingCentral
RingCentral is a global leader in agentic voice AI–powered business communications, delivering an integrated platform for business phone, SMS, contact center, workforce engagement management, video collaboration, and messaging. As the communications layer connecting businesses and customers, RingCentral is the front door of business communication and is in the advantageous position to apply AI at every phase of the conversation journey — before, during, and after each interaction. Our agentic AI portfolio includes autonomous voice-first AI agents that automate calls, assist in the moment, and analyze every interaction – enabling businesses to work smarter, respond faster, and connect more meaningfully with their customers. Visit ringcentral.com to learn more.
RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations for individuals with disabilities during our application and interview process. If you require such accommodations
