Customer Success Operations Manager (Remote)

tax.com; Dallas (TX); Remote; USD 80,000 - 110,000; Full time

Job summary

A leading company in the SaaS space is looking for a Customer Success Operations Manager. In this pivotal role, you will ensure the efficiency of renewal processes and contribute to customer health strategies. You will analyze customer data, manage renewal opportunities, and collaborate with various departments to enhance processes. Ideal candidates will have a strong background in SaaS or customer success operations, excellent analytical skills, and effective communication abilities.

Benefits

Hybrid Work Options

Generous Personal Time Off (PTO) Benefits

401K with Employer Match

Tuition Reimbursement After One Year of Service

Monthly Gym Membership Reimbursement

Qualifications

• 3+ years of experience in SaaS operations or customer success operations.
• Strong understanding of subscription business models.
• Proficient in data analysis tools and CRM systems.

Responsibilities

• Ensure all renewal opportunities are properly created and tracked in the CRM system.
• Compile and analyze customer usage data for renewal conversations.
• Own and lead renewal pipeline review meetings with stakeholders.

Skills

Analytical skills

Communication

Project Management

Problem-solving

Education

Bachelor's degree or equivalent practical experience

Tools

Salesforce

Power BI

CRM systems

Excel

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
  
  

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%