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 Operations Manager to play a pivotal role in our Customer Success organization, ensuring the efficiency and effectiveness of our renewal processes and customer health. This position will be responsible for executing on the entire renewal lifecycle, from opportunity creation to execution, while optimizing processes and providing data-driven insights to maximize retention and expansion revenue.

Core Responsibilities:

Ensure all renewal opportunities are properly created, assigned and tracked in our CRM system

Compile and analyze customer usage data against contracted usage to support informed renewal conversations

Establish and maintain an organized auto-renewal strategy and implementation process

Identify contracts requiring updates to new terms and initiate early conversations for smooth transitions

Own and lead the renewal pipeline review meetings with key stakeholders

Create and maintain comprehensive renewal risk assessments using health scores and usage data

Track delayed renewals and proactively engage with opportunity owners to drive closure

Verify invoice accuracy and ensure timely close/won status updates for all renewal opportunities

Report on early/on-time/late renewals and quantify the associated revenue impact

Develop standardized renewal workflows for different customer segments and renewal types

Build and maintain renewal dashboards for leadership visibility and decision-making

Collaborate cross-functionally with Sales, Customer Success, Finance, and Legal teams to streamline the renewal process

Identify and implement automation opportunities to increase renewal efficiency internally and for the customers

Conduct analyses of renewal trends to identify improvement opportunities

You Have:

3+ years of experience in SaaS operations, revenue operations, or customer success operations

Strong understanding of subscription business models and renewal processes

Excellent analytical skills with the ability to translate data into actionable insights

Experience with CRM systems and demonstrated ability to maintain data integrity

Strong project management capabilities with attention to detail

Exceptional communication skills and the ability to work effectively across teams

Proactive problem-solving approach with a focus on process improvement

Experience in customer-facing roles is a plus

Bachelor's degree or equivalent practical experience

Technical Skills:

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

Salesforce or similar CRM platform for tracking renewals and generating reports

Excel or other data analysis tools for usage analysis and forecasting

BI tools such as Power BI, or Looker for building dashboards

Project management tools for tracking renewal workflows

Knowledge of billing systems and integration with CRM 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 via e-mail, phone, and video conference

Position requires collaboration with various departments including Sales, CS, Finance, and Legal

Independent travel requirement: Up to 5%