Customer Success Manager

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

This position is open to remote.

Core Responsibilities

• Deliver a world-class customer experience across the full customer lifecycle, including post-sale transition, onboarding support, adoption, value realization, renewal, expansion, and long-term retention.
• Build and maintain trusting relationships with customers by understanding their business goals, operational challenges, product usage, decision-making structure, and long-term strategic priorities.
• Serve as the primary owner of customer health, engagement strategy, renewal planning, risk mitigation, and retention outcomes for an assigned book of business.
• Lead the full renewal process for assigned accounts, including:
  • Renewal preparation
  • Customer communication
  • Timeline management
  • Pricing coordination
  • Negotiation support
  • Internal approvals
  • Contracting follow-up
  • Coordination with Billing and Revenue Operations
     
• Manage a disciplined renewal cadence by proactively tracking key dates, customer commitments, contract requirements, usage changes, open risks, and next steps to ensure renewals are completed accurately and on time.
• Engage confidently with a wide range of customer stakeholders, including:
  • Executive sponsors
  • CFOs and finance leaders
  • Tax leaders
  • Procurement teams
  • Legal contacts
  • Security reviewers
  • Technical stakeholders
  • Administrators
  • End users
     
• Navigate commercial conversations with professionalism and confidence, including pricing discussions, procurement negotiations, renewal objections, scope changes, and customer escalations.
• Identify upsell and cross-sell opportunities that align with the customer’s long-term business strategy, product usage, and evolving needs.
• Partner with Sales as appropriate to support expansion opportunities while maintaining ownership of the overall customer relationship and retention strategy.
• Lead individual product enablement sessions and create scalable content to enhance customer product knowledge, usage, efficiency, and adoption.
• Proactively identify signs of churn, renewal risk, disengagement, product dissatisfaction, procurement friction, or changing customer priorities.
• Develop and execute resolution plans for at-risk customers in partnership with internal stakeholders.
• Identify and intercept customer pain points by maintaining consistent follow-up, clear documentation, and strong internal coordination.
• Work closely with Sales, Support, Implementation, Product, Revenue Operations, Billing, Legal, and Security teams to ensure a smooth customer experience from implementation through renewal and beyond.
• Collect and communicate customer insights to internal teams, amplifying the customer voice and identifying recurring trends that may influence product development, service improvements, renewal strategy, and customer experience.
• Document and standardize best practices by adding to existing resources such as:
  • Playbooks
  • How-to guides
  • FAQs
  • Renewal process documentation
  • Customer communication templates
  • Scalable enablement materials
     
• Maintain accurate and timely records in Salesforce and other customer systems, including:
  • Customer health updates
  • Engagement activity
  • Renewal status
  • Risk indicators
  • Commercial next steps
  • Expansion opportunities
  • Key stakeholder information
     
• Encourage customer advocacy by identifying strong customer outcomes and facilitating testimonials, references, case studies, and other advocacy opportunities.

Qualifications

• Proven work experience as a Customer Success Manager, Strategic Account Manager, Account Manager, or similar customer-facing role managing a dedicated book of business.
• Experience managing large, complex, or enterprise customer relationships, preferably in a SaaS or software environment.
• Demonstrated experience owning or materially supporting customer renewals, including:
  • Renewal planning
  • Customer communication
  • Pricing discussions
  • Procurement coordination
  • Negotiation
  • Risk mitigation
     
• Exceptional ability to communicate and build strong business relationships with a wide range of customer stakeholders, including executive sponsors, financial decision-makers, procurement contacts, technical stakeholders, licensed users, and day-to-day administrators.
• Strong commercial judgment, including the ability to understand customer value, identify renewal risk, navigate objections, manage pricing conversations, and balance customer needs with business priorities.
• Excellent organization, follow-up discipline, and attention to detail, with the ability to manage multiple customers, deadlines, renewal timelines, internal dependencies, and competing priorities.
• Ability to lead difficult customer conversations with confidence, professionalism, and sound judgment, including escalations, renewal objections, pricing concerns, service issues, and procurement-driven negotiations.
• Strong cross-functional collaboration skills, with the ability to coordinate effectively across Sales, Support, Implementation, Product, Revenue Operations, Billing, Legal, and Security teams.
• Creative problem-solving skills and deep curiosity, with a proactive approach to closing knowledge gaps and sharing learnings with peers.
• Humble, team-focused attitude with an eagerness to lift up others and contribute to scalable team processes, documentation, and best practices.
• Bachelor’s degree with 5+ years of relevant experience preferred. A combination of education and experience will be considered, especially where customer-facing SaaS, enterprise account management, renewal management, or commercial ownership experience significantly exceeds the minimum requirements.

Technical Skills

• Microsoft Office Suite for intermediate to advanced data analysis, customer-facing materials, executive presentations, business reviews, and renewal-related reporting.
• Salesforce for documenting customer relationships, tracking renewal opportunities, managing pipeline hygiene, updating customer health, recording commercial next steps, and creating reports and dashboards.
• Customer Success Platform experience, ChurnZero experience preferred.
• Ability to learn and explain SaaS product functionality at a level sufficient to support customer enablement, answer common technical questions, coordinate with Support or Product teams, and engage with customer security or technical stakeholders when needed.
• Experience using data to assess customer health, product adoption, engagement, renewal risk, and expansion potential.

Work Environment

• Standard indoor working environment.
• Occasional long periods of sitting while working at a computer.
• Position requires regular interaction with employees at all levels in person and via email, phone, and video conference.
• Position requires regular interaction with customers and external vendors in person and via email, phone, and video conference.
• Position requires direct interaction with customer executives, procurement teams, legal contacts, security teams, technical stakeholders, administrators, and end users.
• Position may require creating and sending recorded videos, enablement materials, follow-up summaries, and customer-facing documentation.
• Independent travel requirement: Up to 10–20%.