Senior Manager, Customer Success Operations

About the role

Ryan is hiring a Senior Manager, Customer Success Operations in Plano. The role builds, manages and continuously improves the systems, data, reporting, processes and operational discipline that let the Customer Success organization scale. It is a highly independent, hands-on position combining analytics, systems administration, process design and cross-functional leadership, partnering with Customer Success leadership and other stakeholders.

Key responsibilities

• Translate business needs and customer strategies into scalable operational processes, tools and system workflows, and lead cross-functional meetings and initiatives
• Partner with Finance, HR, Revenue Operations, Product and Technology to resolve operational issues and improve processes
• Design processes covering renewals, customer risk, churn, expansion, account management, customer health, adoption and escalations
• Maintain Customer Success platform playbooks, journeys, alerts, health scores, segmentation, workflows, dashboards and automation
• Own reporting, dashboards and performance analysis (retention, renewals, churn, expansion, health, adoption, team performance)
• Establish data governance standards and act as primary administrator of the Customer Success platform (ChurnZero or comparable)
• Prepare and validate compensation and incentive reporting, and reduce manual work while increasing visibility and accountability

Required profile

• 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 (ChurnZero, Gainsight, Totango or comparable) and developing workflows, reporting, automation, dashboards, health scoring and segmentation
• Experience with Customer Success metrics (GRR, NRR, churn, renewals, expansion, adoption, customer health) and improving data quality and governance
• Experience leading cross-functional projects and influencing stakeholders without direct authority; compensation reporting experience preferred

Required skills

• Preferred: ChurnZero, Salesforce, business intelligence/reporting, advanced Microsoft Excel and SQL
• Strong analytical and problem-solving skills, project management and strong written and verbal communication
• Ability to work independently with limited day-to-day direction

What we offer

• Hybrid work options
• 14 weeks of 100% paid leave for new parents (adoption included)
• Monthly gym membership or equipment reimbursement, benefits eligibility effective day one
• 401K with employer match and tuition reimbursement after one year
• Fertility assistance program and four-week company-paid sabbatical after five years