Gross Retention excludes expansion - it shows pure churn / contraction loss. The gap between NRR and GRR is the expansion lift.
Currently at all-time peak NRR of 100%.
RingCentral is above the Customer Engagement Public median by +1pp (cell median: 99%)
RingCentral (RNG) is a customer engagement company at the public stage. As of its most recent disclosure (FY2026-Q1), RingCentral reported a Net Revenue Retention rate of 100% - a mid-pack result for B2B SaaS at this segment.
RingCentral is currently at or near its all-time NRR peak.
Within its peer set (customer engagement companies at public stage in the $25k-$100k acv band), RingCentral's NRR is roughly in line with the cell median of 99%. Compare against the full peer cell aggregate for distribution and top performers.
Contract shape and forward-booked revenue.
Health scores, usage, and time-to-value when disclosed.
Revenue, ARR, and team-size denominators for the productivity ratios.
Support tiers: Standard · Premier · Strategic
CS team segments: Strategic · Enterprise · Mid-Market · Small Business
CSM model: hybrid
Education programs: Learning courses
Top customer exec: Kira Makagon - President and COO (overseeing Customer Success) (since 2025) · reports to CEO
Computed from the data above. Shows where value comes from and where leakage hides.
Named CS initiatives across recent disclosures (newest first).
Settlement of quarterly bonuses in RSUs to conserve cash and align executive interests with stockholders.
"In September 2024, our compensation committee approved the 2024 Key Employee Equity Bonus Plan"
Leverages and extends the recent acquisition of CommunityWFM workforce management to add capabilities for agent performance.
"We recently announced RingWEM that leverages and extends the recent acquisition of CommunityWFM workforce management."
AI-powered conversational intelligence solutions integrated into the multi-product portfolio.
"Today, the company has an AI-powered multi-product portfolio including... RingSense AI solutions."
Voice-first, omnichannel AI agent platform including AIR Pro Studio for no-code AI agent deployment.
"During the three months ended March 31, 2026, we announced RingCentral AIR Pro (AI Representative)"
Developing agentic voice AI capabilities that can take action on behalf of businesses and orchestrate workflows.
"We are developing agentic voice AI capabilities that can take action on behalf of businesses"
Introduction of AI Receptionist (AIR) Pro and Customer Engagement Bundle (CEB) to automate customer interactions.
"Our agentic voice AI portfolio or RCAI is currently comprised of AI Receptionist or AIR and AIR Pro"
Launch and scaling of AIR, AVA, and ACE products to automate, assist, and analyze conversations.
"With agentic voice AI, we are now in a position to not only make connections, but also to add significant value"
Purpose-built solution for businesses with non-dedicated agents who don't need a full-scale contact center.
"In November... we introduced Customer Engagement Bundle, or CEB for EX."
Challenges acknowledged by management. Useful peer signals - your team is probably not alone.
Customers slowing hiring and rationalizing employee counts leading to lower upsell and increased downsell.
"We have in the past and may in the future experience lower upsell and increased downsell... as customers slow hiring"
New mobile carrier rules for SMS registration can be cumbersome and cause customer churn, especially for SMBs.
"TCR registration and related vetting can be cumbersome and costly and may cause customer churn, especially for SMB"
Customers slowing hiring, rationalizing employee counts, or lowering ARPU due to inflation and interest rates.
"We have in the past and may in the future experience lower upsell and increased downsell within our existing base"
Seeing price rationalization at the high end and repricing of COVID-era contracts.
"we're certainly seeing price rationalization, especially at the high end... COVID lapping contracts... being repriced"
Pricing pressure in the enterprise segment due to COVID-era contracts lapping.
"We are seeing more pricing pressure in the enterprise than in SMB... mostly having to do with COVID lapping contracts."
Competitors spreading misinformation regarding the NiCE partnership stability.
"there was quite a bit of fuds from joint competitors [regarding NiCE partnership]"
Curated quotes about customer outcomes, retention, renewals.
"I am focused on driving profitable growth and improved customer engagement across our entire business."
"Our vision is to empower every business with an AI-first platform that... enhances conversations... driving better outcomes for our customers."
"In customer support, we are laser-focused on improving customer outcomes. AI is helping us modernize both technology and workforce efficiency."
"We are no longer replacing IT with IT. We are replacing human labor. We are replacing HR with IT. Savings that we can deliver are meaningfully greater."
"In larger businesses with more than 100 employees, we continue to hold our own as we add new logos and our retention patterns remain stable."
"With the beta of AI interaction analytics, we are enabling real-time sentiment analysis and predictive CSAT."
Side-by-side NRR, customer cohorts, commercial structure, and CS motion.
RingCentral appears on 5 of our retention leaderboards.
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