Job Description

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

The Senior Manager, Customer Success Operations is responsible for building, managing, and continuously improving the systems, data, reporting, processes, and operational discipline that enable the Customer Success organization to scale effectively.

This highly independent, hands-on role combines analytics, systems administration, process design, and cross-functional leadership. The Senior Manager owns key Customer Success operational capabilities, including reporting and insights, data quality and governance, Customer Success platform administration, compensation reporting, and process improvement.

The role proactively identifies operational opportunities and challenges, develops data-driven recommendations, and leads initiatives through execution. This position partners closely with Customer Success leadership and cross-functional stakeholders to establish scalable processes, improve visibility and accountability, and strengthen the overall Customer Success operating model.

Duties and Responsibilities, as they align to Ryan’s Key Results

People

• Partners with Customer Success leadership to translate business needs and customer strategies into scalable operational processes, tools, and system workflows.
• Leads cross-functional meetings, projects, and operational initiatives, establishing clear ownership, timelines, deliverables, and next steps.
• Collaborates with Finance, Human Resources, Revenue Operations, Product, Technology, and other stakeholders to resolve operational issues and improve processes.
• Influences and drives alignment across cross-functional stakeholders without direct authority.
• Provides operational expertise, insights, and recommendations to Customer Success leadership to support effective decision-making.
• Promotes operational discipline, accountability, and continuous improvement across the Customer Success organization.

Client

• Designs and operationalizes processes that support the customer lifecycle, including renewals, customer risk, churn, expansion, account management, customer health, adoption, and escalations.
• Partners with Customer Success leadership to identify opportunities to improve the customer experience through enhanced processes, systems, reporting, and automation.
• Develops and maintains Customer Success platform playbooks, journeys, alerts, health scores, segmentation, workflows, dashboards, and automation.
• Uses customer and operational data to identify trends, risks, and opportunities and translates findings into actionable recommendations.
• Supports scalable Customer Success practices that improve visibility into customer health, retention, renewal performance, and expansion opportunities.

Value

• Owns Customer Success reporting, dashboards, and performance analysis, including retention, renewals, churn, expansion, customer health, adoption, and team performance.
• Establishes and maintains data governance standards to improve the accuracy, completeness, consistency, and reliability of Customer Success data.
• Serves as the primary business owner and administrator of the Customer Success platform, including ChurnZero or a comparable solution.
• Evaluates existing Customer Success processes and identifies opportunities for standardization, simplification, automation, and increased scalability.
• Owns the preparation and validation of Customer Success compensation and incentive reporting.
• Develops analytical insights and recommendations that enable leadership to make informed operational and business decisions.
• Independently identifies operational issues, develops solutions, and drives initiatives through completion with limited day-to-day direction.
• Continuously improves Customer Success operational scalability by reducing manual work and increasing visibility, consistency, efficiency, and accountability.
• Develops and maintains documentation, reporting standards, workflows, and operational processes to support sustainable growth.

Education and Experience

• Bachelor’s degree in Business Administration, Analytics, Finance, Information Systems, or a related field, or equivalent practical experience.
• Seven or more years of experience in Customer Success Operations, Revenue Operations, Sales Operations, Business Operations, analytics, or a related discipline.
• Demonstrated experience independently owning operational programs, systems, processes, or functional capabilities.
• Experience administering a Customer Success platform such as ChurnZero, Gainsight, Totango, or a comparable solution.
• Experience developing workflows, reporting, automation, dashboards, health scoring, segmentation, or customer lifecycle programs.
• Experience working with Customer Success metrics, including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), churn, renewals, expansion, adoption, and customer health.
• Experience improving data quality, governance, reporting, and operational processes.
• Experience leading cross-functional projects and influencing stakeholders without direct authority.
• Experience supporting compensation or incentive reporting preferred.
• ChurnZero, Salesforce, business intelligence/reporting, advanced Microsoft Excel, and SQL experience preferred.

Skills

• Strong analytical and problem-solving skills with the ability to translate complex data into actionable business recommendations.
• Strong knowledge of Customer Success operations, metrics, processes, and systems.
• Ability to independently manage complex operational initiatives from identification through implementation.
• Strong systems aptitude with the ability to develop expertise in and administer business-critical platforms.
• Ability to design scalable processes, workflows, reporting, and automation.
• Strong project management, organization, prioritization, and follow-through skills.
• Ability to bring structure and clarity to ambiguous or evolving business needs.
• Strong interpersonal skills with the ability to influence and build effective relationships across functions and organizational levels.
• Excellent written and verbal communication skills.
• Ability to balance strategic thinking with hands-on execution.
• Self-directed with the ability to operate effectively with limited structure, precedent, or day-to-day direction.
• Proficiency in Microsoft Excel and reporting and analytics tools.

Supervisory Responsibilities

This role may lead projects and cross-functional initiatives and provide functional leadership to stakeholders across the organization. The position is expected to independently drive workstreams and influence outcomes without relying on direct reporting authority.

Equal Opportunity Employer: disability/veteran