Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage the complete customer lifecycle for Ryan software clients, starting from post-sale transition and product adoption to value realization, renewal, retention, and expansion.

• Provide an exceptional customer experience throughout onboarding, adoption, renewal, expansion, and long-term retention.

• Cultivate and sustain customer relationships by comprehending their business objectives, challenges, product usage, decision-making frameworks, and strategic priorities.

• Take ownership of customer health, engagement strategies, renewal planning, risk mitigation, and retention results for an assigned portfolio.

• Oversee the entire renewal process, which includes preparation, customer communication, timeline management, pricing coordination, negotiation support, approvals, contracting follow-up, and collaboration with Billing/Revenue Operations.

• Monitor renewal dates, commitments, contract stipulations, usage modifications, risks, and subsequent steps.

• Engage with executive sponsors, finance leaders, tax leaders, procurement, legal, security, technical stakeholders, administrators, and end users.

• Handle pricing discussions, procurement negotiations, renewal objections, scope alterations, and escalations.

• Recognize upsell and cross-sell opportunities and collaborate with Sales on expansions.

• Conduct product enablement sessions and develop scalable customer education materials.

• Identify risks related to churn and renewal, and implement resolution plans with internal teams.

• Coordinate with Sales, Support, Implementation, Product, Revenue Operations, Billing, Legal, and Security teams.

• Gather and relay customer insights to influence product development, service enhancements, renewal strategies, and customer experience.

• Document and standardize playbooks, how-to guides, FAQs, renewal documentation, templates, and enablement resources.

• Maintain records of customer health, engagement, renewal, risk, commercial aspects, expansion, and stakeholder interactions in Salesforce and other systems.

• Facilitate testimonials, references, case studies, and additional customer advocacy initiatives.

⛳️ Requirements

• Demonstrated experience as a Customer Success Manager, Strategic Account Manager, Account Manager, or a similar customer-facing role managing a dedicated portfolio.

• Experience overseeing large, complex, or enterprise customer relationships, ideally in SaaS or software sectors.

• Proven track record in managing or significantly supporting customer renewals, including planning, communications, pricing discussions, procurement coordination, negotiation, and risk mitigation.

• Ability to communicate effectively and build relationships with executive sponsors, financial decision-makers, procurement contacts, technical stakeholders, licensed users, and administrators.

• Strong commercial acumen regarding customer value, renewal risks, objections, pricing discussions, and business priorities.

• Excellent organizational skills, follow-up discipline, attention to detail, and the ability to manage multiple customers, deadlines, renewal timelines, dependencies, and priorities.

• Capability to lead challenging customer conversations, escalations, renewal objections, pricing issues, service problems, and procurement negotiations.

• Experience in cross-functional collaboration across Sales, Support, Implementation, Product, Revenue Operations, Billing, Legal, and Security.

• Creative problem-solving skills, curiosity, proactive knowledge development, and peer learning.

• Team-oriented mindset with a willingness to contribute to scalable processes, documentation, and best practices.

• Bachelor’s degree with over 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 exceeds the minimum requirements.

• Intermediate to advanced skills in Microsoft Office Suite for data analysis, customer materials, presentations, business reviews, and renewal reporting.

• Proficiency in Salesforce for documenting customer relationships, renewal opportunities, pipeline cleanliness, customer health, commercial next steps, reports, and dashboards.

• Experience with Customer Success Platforms; familiarity with ChurnZero is preferred.

• Ability to learn and explain SaaS product functionalities for customer enablement and common technical inquiries.

• Experience using data to assess customer health, product adoption, engagement, renewal risks, and expansion potential.

• Applicants for employment in the US must possess work authorization that does not currently or in the future require visa sponsorship.

🏝️ Benefits

• Hybrid Work Options

• Award-Winning Culture

• Generous Personal Time Off (PTO)

• 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

• Competitive benefits package

• Outstanding earning potential

• Flexibility to balance professional and personal commitments