Customer Success Manager

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

Core Responsibilities:

• Deliver a world class customer experience
• Build and maintain deep, trusting relationships with customers by understanding their unique business goals and challenges.
• Identify upsell and cross-sell opportunities that align with customer's long term business strategies.
• Lead individual product enablement sessions and create scalable content to enhance customer product knowledge, usage, and efficiency.
• Design and execute strategic customer success plans, detailing objectives, potential roadblocks, success indicators, and timelines.
• Document and standardize best practices, creating resources like playbooks, how-to guides, and FAQs from customer interactions.
• Collect and communicate customer insights to internal teams, amplifying the customer voice and identifying recurring trends that will help influence product development.
• Work closely with Sales, Support, and Implementation counterparts, ensuring a smooth transition from the sales process to ongoing customer success.
• Proactively identify signs of potential churn or renewal risks, using problem-solving skills and collaborating with internal teams to develop and implement resolution strategies.
• Identify and intercept customer pain points.
• Encourage customer advocacy by facilitating customer testimonials and case studies.

You Have:

• Proven work experience as a Customer Success Manager or Account Manager, managing a dedicated book of business comprising of large, complex, global enterprises.
• Exceptional ability to communicate and develop strong business relationships with executive sponsors and licensed customers.
• Creative problem-solving skills & deep curiosity. Proactively closing knowledge gaps by learning from and sharing with peers.
• Humble, team-focused attitude with an eagerness to lift up others.
• A desire to create an impact in a foundational role that will help shape the future of the organization.
• Bachelor’s degree with 5+ years of experience (a mix will be considered if combined totals in one area significantly exceed another that may be slightly under 5 years)

Technical Skills:

To perform this job successfully, an individual should be proficient in using the following applications or systems:

• Microsoft Office Suite for performing Intermediate/Advanced data analysis, creating top-tier customer and executive presentations
• Salesforce experience for documenting customer relationships and the ability to create and run reports and dashboards.
• Salesloft, Outreach, or other Sales engagement platform experience
• Customer Success Platform experience a plus

Work Environment:

• Standard indoor working environment.
• Occasional long periods of sitting while working at computer
• Position requires regular interaction with employees at all levels in person and via e-mail, phone, and video conference.
• Position requires regular interaction with customers and external vendors in person and via e-mail, phone, and video conference.
• Creating and sending recorded videos to customers.
• Independent travel requirement: Up to 10-20%.

Compensation:

• For certain California based roles, the base salary hiring range for this position is $120,000 - $165,000
• For other California based locations, the base salary hiring range for this position is $110,000 - $151,250
• For Colorado based roles, the base salary hiring range for this position is $106,000 - $144,430
• For New York based roles, the base salary hiring range for this position is $120,000 - $165,000
• For Washington based roles, the base salary hiring range for this position is $110,000 - $151,250
• The Company makes offers based on many factors, including qualifications and experience.