Customer Success Operations Manager (Remote)

Why Ryan?

• Hybrid Work Options

• Award-Winning Culture

• Generous Personal Time Off (PTO) Benefits

• 14-Weeks of 100% Paid Leave for New Parents (Adoption Included)

• Monthly Gym Membership Reimbursement OR Gym Equipment Reimbursement

• Benefits Eligibility Effective Day One

• 401K with Employer Match

• Tuition Reimbursement After One Year of Service

• Fertility Assistance Program

• Four-Week Company-Paid Sabbatical Eligibility After Five Years of Service

Core Responsibilities:

• Ensure all renewal opportunities are properly created, assigned and tracked in our CRM system

• Compile and analyze customer usage data against contracted usage to support informed renewal conversations

• Establish and maintain an organized auto-renewal strategy and implementation process

• Identify contracts requiring updates to new terms and initiate early conversations for smooth transitions

• Own and lead the renewal pipeline review meetings with key stakeholders

• Create and maintain comprehensive renewal risk assessments using health scores and usage data

• Track delayed renewals and proactively engage with opportunity owners to drive closure

• Verify invoice accuracy and ensure timely close/won status updates for all renewal opportunities

• Report on early/on-time/late renewals and quantify the associated revenue impact

• Develop standardized renewal workflows for different customer segments and renewal types

• Build and maintain renewal dashboards for leadership visibility and decision-making

• Collaborate cross-functionally with Sales, Customer Success, Finance, and Legal teams to streamline the renewal process

• Identify and implement automation opportunities to increase renewal efficiency internally and for the customers

• Conduct analyses of renewal trends to identify improvement opportunities

You Have:

• 3+ years of experience in SaaS operations, revenue operations, or customer success operations

• Strong understanding of subscription business models and renewal processes

• Excellent analytical skills with the ability to translate data into actionable insights

• Experience with CRM systems and demonstrated ability to maintain data integrity

• Strong project management capabilities with attention to detail

• Exceptional communication skills and the ability to work effectively across teams

• Proactive problem-solving approach with a focus on process improvement

• Experience in customer-facing roles is a plus

• Bachelor's degree or equivalent practical experience

Technical Skills:

• To perform this job successfully, an individual should be proficient in using the following applications or systems:

• Salesforce or similar CRM platform for tracking renewals and generating reports

• Excel or other data analysis tools for usage analysis and forecasting

• BI tools such as Power BI, or Looker for building dashboards

• Project management tools for tracking renewal workflows

• Knowledge of billing systems and integration with CRM a plus

Work Environment:

• Standard indoor working environment

• Occasional long periods of sitting while working at computer

• Position requires regular interaction with employees at all levels via e-mail, phone, and video conference

• Position requires collaboration with various departments including Sales, CS, Finance, and Legal

• Independent travel requirement: Up to 5%