Customer Success Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Ryan

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1991

💼 Consulting

🛡️ Insurance

💸 Finance

Consulting • Insurance • Finance

Ryan is a leading global tax services and software provider dedicated to delivering end-to-end tax solutions. Specializing in tax recovery, consulting, compliance, technology, and legal services, Ryan assists clients in optimizing their tax performance, improving profitability, and increasing cash flow. The firm provides strategic tax advisory services without being bound by Sarbanes-Oxley restrictions, focusing on identifying and correcting tax errors, minimizing overpayments, and reducing risk. Ryan develops innovative tax technology solutions and serves as a strategic advocate for its clients, including major corporations such as Chrysler.

📋 Description

• Own the full customer lifecycle for Ryan software customers from post-sale transition and product adoption through value realization, renewal execution, retention, and expansion • Build and maintain customer relationships by understanding business goals, operational challenges, product usage, decision-making structures, and strategic priorities • Own customer health, engagement strategy, renewal planning, risk mitigation, and retention outcomes for an assigned book of business • Lead end-to-end renewal processes, including preparation, customer communication, timeline management, pricing coordination, negotiation support, internal approvals, contracting follow-up, and coordination with Billing and Revenue Operations • Track customer commitments, contract requirements, usage changes, open risks, and next steps to complete renewals accurately and on time • Engage with executive sponsors, finance leaders, procurement, legal, security, technical, administrative, and end-user stakeholders • Navigate pricing discussions, procurement negotiations, renewal objections, scope changes, and customer escalations • Identify upsell and cross-sell opportunities and partner with Sales on expansion opportunities • Lead product enablement sessions and create scalable customer education content • Identify churn and renewal risk, develop resolution plans, and intercept customer pain points • Collaborate with Sales, Support, Implementation, Product, Revenue Operations, Billing, Legal, and Security teams • Collect and communicate customer insights to influence product development, service improvements, renewal strategy, and customer experience • Document and standardize playbooks, how-to guides, FAQs, renewal documentation, communication templates, and enablement materials • Maintain customer records in Salesforce and other customer systems, including health updates, engagement activity, renewal status, risk indicators, commercial next steps, expansion opportunities, and stakeholder information • Facilitate customer advocacy opportunities such as testimonials, references, case studies, and other advocacy activities • Create and send recorded videos, enablement materials, follow-up summaries, and customer-facing documentation • Conduct independent travel of up to 10–20%

🎯 Requirements

• Proven experience as a Customer Success Manager, Strategic Account Manager, Account Manager, or similar customer-facing professional managing a dedicated book of business • Experience managing large, complex, or enterprise customer relationships, preferably in a SaaS or software environment • Experience owning or materially supporting customer renewals, including planning, communication, pricing discussions, procurement coordination, negotiation, and risk mitigation • Ability to communicate and build business relationships with executive sponsors, financial decision-makers, procurement contacts, technical stakeholders, licensed users, and administrators • Strong commercial judgment regarding customer value, renewal risk, objections, pricing conversations, and business priorities • Excellent organization, follow-up discipline, and attention to detail while managing multiple customers, deadlines, renewal timelines, dependencies, and priorities • Ability to lead difficult customer conversations involving escalations, renewal objections, pricing concerns, service issues, and procurement negotiations • Strong cross-functional collaboration across Sales, Support, Implementation, Product, Revenue Operations, Billing, Legal, and Security • Creative problem-solving skills and proactive knowledge sharing • Team-focused attitude and willingness to contribute to scalable 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 with substantial customer-facing SaaS, enterprise account management, renewal management, or commercial ownership experience • Intermediate to advanced Microsoft Office Suite skills for data analysis, customer-facing materials, executive presentations, business reviews, and renewal reporting • Salesforce proficiency for customer documentation, renewal opportunities, pipeline hygiene, customer health, commercial next steps, reports, and dashboards • Customer Success Platform experience; ChurnZero experience preferred • Ability to learn and explain SaaS product functionality to support enablement, answer common technical questions, coordinate with Support or Product, and engage technical or security stakeholders • Experience using data to assess customer health, product adoption, engagement, renewal risk, and expansion potential • Must have US work authorization that does not now or in the future require visa sponsorship

🏖️ Benefits

• Hybrid Work Options • 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 meet the demands of professional and personal lives