Customer Success Manager

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

📋 Description

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

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

• Establish and nurture customer relationships by comprehending their business objectives, operational hurdles, product usage, decision-making frameworks, and strategic priorities.

• Manage customer health, engagement strategies, renewal planning, risk mitigation, and retention outcomes for an assigned portfolio of clients.

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

• Monitor customer commitments, contract obligations, usage variations, open risks, and subsequent steps to ensure renewals are completed accurately and punctually.

• Collaborate with executive sponsors, finance leaders, tax leaders, procurement, legal, security, technical, administrative, and end-user stakeholders.

• Navigate discussions around pricing, procurement negotiations, renewal objections, scope changes, and customer escalations.

• Spot upsell and cross-sell opportunities and collaborate with Sales on expansion initiatives.

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

• Identify risks of churn, disengagement, dissatisfaction, procurement challenges, and shifting customer priorities.

• Formulate resolution strategies for at-risk clients in collaboration with internal teams.

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

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

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

• Maintain customer records in Salesforce and other customer management systems, including health updates, engagement activities, renewal status, risks, commercial next steps, expansion opportunities, and stakeholder information.

• Identify opportunities for customer advocacy, such as testimonials, references, case studies, and other 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 of clients.

• Background in managing large, complex, or enterprise customer relationships, ideally in a SaaS or software setting.

• Experience in owning or significantly contributing to customer renewals, including planning, customer communication, pricing discussions, procurement coordination, negotiation, and risk management.

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

• Excellent commercial judgment, with the ability to understand customer value, identify renewal risks, navigate objections, manage pricing discussions, and align customer needs with business priorities.

• Outstanding organization, follow-up discipline, attention to detail, and capability to manage multiple clients, deadlines, renewal timelines, dependencies, and competing priorities.

• Proficient in leading challenging customer conversations, escalations, renewal objections, pricing issues, service matters, and procurement-related negotiations.

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

• Creative problem-solving skills, curiosity, proactive knowledge-sharing, and peer collaboration.

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

• Bachelor's degree preferred, with over 5 years of relevant experience.

• A combination of education and experience will be considered, particularly when customer-facing SaaS, enterprise account management, renewal management, or commercial ownership experience exceeds the minimum requirements.

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

• Proficiency in Salesforce for documenting customer relationships, tracking renewals, maintaining pipeline hygiene, assessing customer health, and generating reports and dashboards.

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

• Ability to learn and explain SaaS product functionalities for customer enablement, addressing common technical inquiries, coordinating with Support/Product, and engaging with security/technical stakeholders.

• Experience in utilizing data to evaluate customer health, product adoption, engagement, renewal risks, and potential for expansion.

• Capability to work in a standard indoor environment, including extended periods at a computer.

• Proficient in interacting with employees, customers, vendors, and stakeholders both in person and through email, phone, and video conferencing.

• Ability to create and distribute recorded videos, enablement materials, follow-up summaries, and customer-facing documentation.

• Willingness to travel independently up to 10–20% of the time.

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

🏝️ 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

• Remote work option

• Equal opportunity employer with reasonable accommodations for qualified individuals with disabilities