Customer Success Operations Manager (Remote)

Ryan LLC; Boston (MA); Remote; USD 90,000 - 130,000; Full time

Job summary

A leading organization is seeking a Customer Success Operations Manager who will oversee the renewal lifecycle and optimize processes for customer retention. This position is remote, offering the chance to work collaboratively across teams to drive efficiency. Candidates should have solid experience in SaaS operations or customer success along with strong analytical skills. Enjoy a supportive work environment with generous benefits including paid time off and tuition reimbursement.

Benefits

Generous Personal Time Off (PTO)

Monthly Gym Membership Reimbursement

401K with Employer Match

Tuition Reimbursement After One Year

14-Weeks Paid Leave for New Parents

Qualifications

• 3+ years of experience in SaaS operations, revenue operations, or customer success operations.
• Strong understanding of subscription business models and renewal processes.
• Experience with CRM systems with maintained data integrity.

Responsibilities

• Ensure all renewal opportunities are created and tracked in the CRM system.
• Compile customer usage data against contracted usage.
• Collaborate with Sales and Finance teams to streamline the renewal process.

Skills

Analytical skills

Communication skills

Problem-solving

Education

Bachelor's degree or equivalent practical experience

Tools

Salesforce

Excel

Power BI

Job description

Customer Success Operations Manager (Remote) page is loaded

Customer Success Operations Manager (Remote)

Apply locations Dallas Remote Boston Tampa Philadelphia time type Full time posted on Posted Yesterday job requisition id R0017301

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%