RVP, Technical Success
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Job Description
Regional Vice President of Technical Success overseeing customer experience and team collaboration in EMEA for RingCentral. Driving executive relationships, operational discipline, and measurable outcomes over post-sale processes.
Responsibilities:
- The RVP holds accountability for the full post-sale customer experience in region — from the moment a customer executes a contract through every renewal, platform evolution, and executive relationship for the life of that account.
- The three functions — Technical Success Management (TSM), Subject Matter Expertise (SME), and Professional Services (PS) — are structurally distinct but operationally dependent on each other.
- The RVP makes sure that handoff actually works — that there are no gaps, no dropped balls, no customer who falls between functions.
- The RVP will spend most of their time and attention there, with deliberate coverage of Ireland and awareness of EMEA expansion opportunities.
- This is a senior leadership role that requires executive presence with customers, credibility with technical practitioners, and the operational discipline to run three teams against measurable business outcomes.
- The RVP reports directly to the SVP, Customer Experience and carries the UK/EMEA region’s NRR and GRR targets as their primary performance anchor.
Requirements:
- 10+ years in post-sales customer-facing leadership — Technical Account Management, Customer Success, Professional Services, or Solutions Engineering — in a SaaS, UCaaS, or CCaaS business.
- 5+ years in a people leadership role with direct reports; demonstrated ability to lead geographically distributed teams across time zones and cultural contexts.
- Proven track record owning NRR and/or GRR targets for a regional or enterprise customer portfolio — with documented outcomes.
- Experience leading or partnering closely with a Professional Services or implementation delivery function — understanding of PS economics, project delivery risk, and the PS-to-CSM/TAM handoff model.
- Executive relationship management at the VP and C-suite level — in region (UK/EMEA preferred), with comfort leading strategic account conversations independently.
- Strong commercial instincts: can read a renewal forecast, identify churn risk in a portfolio, and partner effectively with Sales without becoming a Sales function.
- Working knowledge of UK regulatory and compliance context relevant to enterprise SaaS: UK GDPR, ICO obligations, financial services regulatory requirements (FCA-regulated accounts), and public sector procurement frameworks.
Benefits:
- Comprehensive medical, dental, and vision plan
- Life insurance and Income protection
- Pension plan
- ESPP/KEEB
- Free legal services that provide legal advice, document creation and estate planning
- Employee Assistance Program (EAP) with 24/7 counseling sessions
- On-demand digital 1:1 wellness coaching
- Supplemental Business Travel Medical Leave entitlements, paid time-off, paid sick leave, and paid holidays
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