Customer Success Manager

About this 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

We are looking for a Customer Success Manager to own the full customer lifecycle for Ryan software customers, from post-sale transition and product adoption through value realization, renewal execution, retention, and expansion.

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

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