Customer Success Manager

Why Ryan

• Hybrid Work Options

• AwardWinning Culture

• Generous Personal Time Off (PTO) Benefits

• 14Weeks 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

• FourWeek CompanyPaid 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 crosssell opportunities that align with customers 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 howto 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 problemsolving 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 problemsolving skills & deep curiosity. Proactively closing knowledge gaps by learning from and sharing with peers.

• Humble teamfocused 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.

• Bachelors 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 toptier 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 email phone and video conference.

• Position requires regular interaction with customers and external vendors in person and via email phone and video conference.

• Created and sending recorded videos to customers.

• Independent travel requirement: Up to 1020.

Compensation:

• For certain California based roles the base salary hiring range for this position is $120000 $165000

• For other California based locations the base salary hiring range for this position is $110000 $151250

• For Colorado based roles the base salary hiring range for this position is $106000 $144430

• For New York based roles the base salary hiring range for this position is $120000 $165000

• For Washington based roles the base salary hiring range for this position is $110000 $151250

• The Company makes offers based on many factors including qualifications and experience.

Equal Opportunity Employer: disability/veteran