Customer Success Manager
Remote / United StatesFull timeLead / Manager
ApplyAbout the role
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 role is responsible for building strong customer relationships, driving product usage and education, identifying expansion opportunities, proactively managing renewal risk, and leading the end-to-end renewal process for assigned accounts.
The ideal candidate is highly organized, commercially minded, and comfortable engaging with a wide range of customer stakeholders, including executives, finance leaders, procurement teams, security reviewers, technical contacts, administrators, and end users. This individual will play a critical role in ensuring customers achieve measurable value from Ryan software while supporting long-term retention and revenue growth.
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%.
Equal Opportunity Employer: disability/veteran
