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