Customer Success Manager - Mid Market

*This role requires 4-days a week in office at the Denver, CO location*

Say hello to opportunities.

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.

This is where you and your skills come in. We’re currently looking for: a Customer Success Manager focused on Mid Market serving as the direct support function to some of RingCentral’s most valued and high-profile customers.  As a critical piece of our land and expand efforts, you will be a point person for our larger customers and will interface and orchestrate internal efforts with acquisition, implementation, technical support, etc. You will be positioned as a subject matter expert and all-around resource for servicing client’s needs. To succeed in this role, you must be a self-starter who can manage multiple customer engagements at once in a fast-paced environment. 

Job Responsibilities:

Account Ownership & Relationship Management

• Manage a post-sale customer portfolio, acting as the primary point of contact for RingCentral’s UCaaS, CCaaS, and Agentic AI platforms.
• Maintain a 9-box matrix detailing key stakeholders, decision-makers, champions, and detractors.
• Build VP and C-suite relationships to align RingCentral with customer strategic goals.
• Advocate for customer needs internally, collaborating across Sales, Product, Support, and Engineering to resolve issues.
• Drive retention and growth by facilitating renewals and identifying expansion opportunities.
• Execute structured engagements, including success plan kickoffs, cadence calls, and annual EBRs.
• Partner with account teams (Sales, SE, TAM) to track risk metrics and execute mitigation strategies.

Account Oversight & Incident Management

• Understand customer deployment details, including configurations, integrations, footprint, and change history.
• Drive product adoption across the RingCentral portfolio (CEB, ACE, AIR, RCX, CC) to maximize customer value.
• Monitor open support cases and partner with TAMs to ensure timely SLA adherence and resolution.
• Lead communication and provide executive updates during critical outages and incidents.
• Deliver Root Cause Analyses (RCAs) and lead discussions on incident mitigation.

Qualifications:

• 3–5+ years in Customer Success or Account Management in SaaS/UCaaS, managing Mid-Market or Enterprise accounts.
• Bachelor’s degree in business, communications, or equivalent practical experience.
• Proven experience engaging and managing relationships with VP and C-suite stakeholders.
• Strong ownership mindset as the primary liaison between customers and cross-functional teams.
• Excellent communication skills with experience preparing and delivering executive briefings and QBRs.
• Proactive self-starter capable of driving solutions independently.
• Strong organizational skills to manage multiple high-value customer accounts simultaneously.
• Proficiency with Salesforce, customer success platforms, and AI-enabled productivity tools.

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 
• 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
• Debt 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. Visitringcentral.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, please click on the followinglink to learn more about how we can assist you.

If you are hired in Colorado, the compensation range for this position is between $83,000 and $100,000 for full-time employees, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.

This role has an application deadline of January 31st. Please apply prior to the deadline to be considered for the role.

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