Customer Success Manager

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Ryan & Ryan

WebsiteLinkedInAll Job Openings

11 - 50 employees

⚖️ Legal

🤝 B2B

Legal • B2B

Ryan & Ryan is a law firm focused on providing legal representation to private- and public-sector employers across the United States. The firm emphasizes cost-effective, superior legal services tailored to employer clients, handling matters relevant to businesses and government employers. Ryan & Ryan serves employers nationwide, positioning itself as a legal advisor and advocate for workplace and organizational legal needs.

📋 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 • Deliver a world-class customer experience across onboarding, adoption, value realization, renewal, expansion, and long-term retention • 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 Billing/Revenue Operations coordination • 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, tax 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 materials • Identify churn risk, disengagement, dissatisfaction, procurement friction, and changing customer priorities • Develop resolution plans for at-risk customers with internal stakeholders • Coordinate 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, templates, and enablement materials • Maintain customer records in Salesforce and other customer systems, including health updates, engagement activity, renewal status, risks, commercial next steps, expansion opportunities, and stakeholder information • Identify customer advocacy opportunities such as testimonials, references, case studies, and other advocacy activities

🎯 Requirements

• 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 • Experience owning or materially supporting customer renewals, including planning, customer 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 and 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, attention to detail, and ability to manage multiple customers, deadlines, renewal timelines, dependencies, and competing priorities • Ability to lead difficult customer conversations, escalations, renewal objections, pricing concerns, service issues, and procurement-driven negotiations • Cross-functional collaboration across Sales, Support, Implementation, Product, Revenue Operations, Billing, Legal, and Security • Creative problem-solving, curiosity, proactive knowledge-gap closure, and peer 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 • Combination of education and experience will be considered, especially when customer-facing SaaS, enterprise account management, renewal management, or commercial ownership experience exceeds minimum requirements • Intermediate to advanced Microsoft Office Suite skills for data analysis, customer-facing materials, presentations, business reviews, and renewal reporting • Salesforce proficiency for customer relationship documentation, renewal tracking, 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 for customer enablement, common technical questions, Support/Product coordination, and security/technical stakeholder engagement • Experience using data to assess customer health, product adoption, engagement, renewal risk, and expansion potential • Ability to work in a standard indoor environment and for occasional long periods at a computer • Ability to interact with employees, customers, vendors, and stakeholders in person and via email, phone, and video conference • Ability to create and send recorded videos, enablement materials, follow-up summaries, and customer-facing documentation • Willingness to travel independently up to 10–20% • Applicants for employment in the US must have work authorization that does not now 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 and reasonable accommodation for qualified individuals with disabilities