Customer Success Ops Leader - Data-Driven & Scalable

Ryan LLC; Plano (TX); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid Work Options

Award-Winning Culture

Generous PTO Benefits

14-Weeks of 100% Paid Leave for New-Ph

Monthly Gym Membership Reimbursement

Benefits Eligibility Day One

401K with Employer Match

Tuition Reimbursement After One Year

Fertility Assistance Program

Sabbatical Eligibility

Job summary

Ryan LLC in Plano, TX is seeking a Senior Manager, Customer Success Operations to build and optimize systems, data, reporting, and processes that scale the Customer Success organization.

This hands-on, analytics‑driven leader will own CS reporting, data governance, platform administration, compensation reporting, and cross‑functional process improvement, partnering with CS leadership, Finance, HR, Revenue Operations, and Product.

Qualifications

• Bachelor’s degree in Business Administration, Analytics, Finance, Information Systems, or related field.
• 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 such as ChurnZero, Gainsight, Totango, or a comparable solution.
• Experience developing workflows, reporting, automation, dashboards, health scoring, segmentation, or customer lifecycle programs.
• Experience working with Customer Success metrics, including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), churn, renewals, expansion, adoption, and customer health.
• ChurnZero, Salesforce, business intelligence/reporting, advanced Microsoft Excel, and SQL experience preferred.

Responsibilities

• People Partners with Customer Success leadership to translate business needs and customer strategies into scalable operational processes, tools, and system workflows.
• Leads cross-functional meetings, projects, and operational initiatives, establishing clear ownership, timelines, deliverables, and next steps.
• Collaborates with Finance, Human Resources, Revenue Operations, Product, Technology, and other stakeholders to resolve operational issues and improve processes.
• Influences and drives alignment across cross-functional stakeholders without direct authority.
• Provides operational expertise, insights, and recommendations to Customer Success leadership to support effective decision-making.
• Promotes operational discipline, accountability, and continuous improvement across the Customer Success organization.
• Client Designs and operationalizes processes that support the customer lifecycle, including renewals, customer risk, churn, expansion, account management, customer health, adoption, and escalations.
• Partners with Customer Success leadership to identify opportunities to improve the customer experience through enhanced processes, systems, reporting, and automation.
• Develops and maintains Customer Success platform playbooks, journeys, alerts, health scores, segmentation, workflows, dashboards, and automation.
• Uses customer and operational data to identify trends, risks, and opportunities and translates findings into actionable recommendations.
• Supports scalable Customer Success practices that improve visibility into customer health, retention, renewal performance, and expansion opportunities.

Skills

Analytical thinking

Cross-functional collaboration

Project management

Problem solving

SQL

Education

Bachelor’s degree or higher in a related field

7+ years of Customer Success Operations / Revenue Operations experience

Tools

ChurnZero

Gainsight

Totango

Salesforce

Microsoft Excel

SQL

Job description

Ryan LLC in Plano, TX is seeking a Senior Manager, Customer Success Operations to build and optimize systems, data, reporting, and processes that scale the Customer Success organization.

This hands-on, analytics‑driven leader will own CS reporting, data governance, platform administration, compensation reporting, and cross‑functional process improvement, partnering with CS leadership, Finance, HR, Revenue Operations, and Product.