HybridRemote role with up to 10–20% travel required.
About the job
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.
Demonstrated experience owning or materially supporting customer renewals, including renewal 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 day-to-day administrators.
Strong commercial judgment, including understanding customer value, identifying renewal risk, navigating objections, managing pricing conversations, and balancing customer needs with business priorities.
Ability to manage multiple customers, deadlines, renewal timelines, internal dependencies, and competing priorities with strong organization, follow-up discipline, and attention to detail.
Ability to lead difficult customer conversations, including escalations, renewal objections, pricing concerns, service issues, and procurement-driven negotiations.
Ability to coordinate effectively across Sales, Support, Implementation, Product, Revenue Operations, Billing, Legal, and Security teams.
Ability to learn and explain SaaS product functionality sufficiently to support customer enablement, answer common technical questions, coordinate with Support or Product teams, and engage with customer security or technical stakeholders.
Experience using data to assess customer health, product adoption, engagement, renewal risk, and expansion potential.
Proficiency with Microsoft Office Suite for data analysis, customer-facing materials, executive presentations, business reviews, and renewal-related reporting.
Proficiency with Salesforce for documenting customer relationships, tracking renewal opportunities, managing pipeline hygiene, updating customer health, recording commercial next steps, and creating reports and dashboards.
Responsibilities
Deliver the 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 customer relationships by understanding business goals, operational challenges, product usage, decision-making structure, and strategic priorities.
Own customer health, engagement strategy, renewal planning, risk mitigation, and retention outcomes for an assigned book of business.
Lead renewal preparation, customer communication, timeline management, pricing coordination, negotiation support, internal approvals, contracting follow-up, and coordination with Billing and Revenue Operations.
Track key dates, customer commitments, contract requirements, usage changes, open risks, and next steps to ensure renewals are completed accurately and on time.
Identify upsell and cross-sell opportunities aligned with customer strategy, product usage, and evolving needs.
Partner with Sales to support expansion opportunities while maintaining ownership of the customer relationship and retention strategy.
Lead product enablement sessions and create scalable content to improve customer product knowledge, usage, efficiency, and adoption.
Identify signs of churn, renewal risk, disengagement, product dissatisfaction, procurement friction, or changing customer priorities.
Develop and execute resolution plans for at-risk customers with internal stakeholders.
Identify and address customer pain points through consistent follow-up, documentation, and internal coordination.
Collaborate with Sales, Support, Implementation, Product, Revenue Operations, Billing, Legal, and Security teams throughout implementation, renewal, and post-renewal engagement.
Collect and communicate customer insights to internal teams to inform product development, service improvements, renewal strategy, and customer experience.
Document and standardize best practices in playbooks, how-to guides, frequently asked questions, renewal process documentation, customer communication templates, and enablement materials.
Maintain accurate and timely records in Salesforce and other customer systems, including customer health, engagement activity, renewal status, risk indicators, commercial next steps, expansion opportunities, and stakeholder information.
Identify strong customer outcomes and facilitate testimonials, references, case studies, and other advocacy opportunities.
Desired Qualifications
Bachelor’s degree with 5+ years of relevant experience preferred.
Customer Success Platform experience, with ChurnZero experience preferred.
Creative problem-solving skills and curiosity, with a proactive approach to closing knowledge gaps and sharing learnings with peers.
Experience in a SaaS or software environment.
A combination of education and experience, particularly customer-facing SaaS, enterprise account management, renewal management, or commercial ownership experience exceeding the minimum requirements.
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, internal dependencies, and competing priorities.
Ability to lead difficult customer conversations with confidence, professionalism, and sound judgment, including escalations, renewal objections, pricing concerns, service issues, and procurement-driven negotiations.
Strong cross-functional collaboration skills, with the ability to coordinate effectively across Sales, Support, Implementation, Product, Revenue Operations, Billing, Legal, and Security teams.
Creative problem-solving skills and deep curiosity, with a proactive approach to closing knowledge gaps and sharing learnings with peers.
Humble, team-focused attitude with an eagerness to lift up others and contribute to scalable team 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 where customer-facing SaaS, enterprise account management, renewal management, or commercial ownership experience significantly exceeds the minimum requirements.
Technical Skills
Microsoft Office Suite for intermediate to advanced data analysis, customer-facing materials, executive presentations, business reviews, and renewal-related reporting.
Salesforce for documenting customer relationships, tracking renewal opportunities, managing pipeline hygiene, updating customer health, recording commercial next steps, and creating reports and dashboards.
Ability to learn and explain SaaS product functionality at a level sufficient to support customer enablement, answer common technical questions, coordinate with Support or Product teams, and engage with customer security or technical stakeholders when needed.
Experience using data to assess customer health, product adoption, engagement, renewal risk, and expansion potential.
Work Environment
Standard indoor working environment.
Occasional long periods of sitting while working at a computer.
Position requires regular interaction with employees at all levels in person and via email, phone, and video conference.
Position requires regular interaction with customers and external vendors in person and via email, phone, and video conference.
Position requires direct interaction with customer executives, procurement teams, legal contacts, security teams, technical stakeholders, administrators, and end users.
Position may require creating and sending recorded videos, enablement materials, follow-up summaries, and customer-facing documentation.