Senior Manager, CS Ops: Scale Data & Systems

Ryan LLC; New York, Northern (NY, KY); Hybrid; USD 140,000 - 190,000; Full time

Job summary

Ryan LLC is seeking a Senior Manager, Customer Success Operations to lead the systems, data, reporting, and processes that scale our Customer Success organization. You will own reporting, data quality, CS platform administration, and compensation reporting while partnering with Finance, Revenue Ops, Product, and Technology.

You will design scalable workflows, dashboards, and health scoring, and drive cross-functional initiatives to improve visibility and accountability.

Qualifications

• Seven+ years in Customer Success Operations or related fields.
• Experience owning operational programs, systems, or processes.
• Experience administering CS platforms such as ChurnZero, Gainsight or Totango.
• Experience building workflows, dashboards, health scoring, and segmentation.
• Experience working with CS metrics like GRR, NRR, churn, renewal and adoption.

Responsibilities

• Own CS reporting, dashboards, and performance analysis (retention, churn, renewals, health).
• Establish and enforce data governance for CS data accuracy and reliability.
• Administer CS platform (ChurnZero or equivalent) and drive optimization.
• Identify opportunities to standardize, automate, and scale CS processes.
• Support compensation/incentive reporting and cross-functional initiatives.

Skills

Analytical thinking

Cross-functional collaboration

Strategic thinking

Problem solving

Communication

Leadership

Project management

Education

Bachelor’s degree in Business Administration, Analytics, Finance, Information Systems, or related field

Tools

ChurnZero

Gainsight

Totango

Salesforce

SQL

Excel

Power BI

Job description

Ryan LLC is seeking a Senior Manager, Customer Success Operations to lead the systems, data, reporting, and processes that scale our Customer Success organization. You will own reporting, data quality, CS platform administration, and compensation reporting while partnering with Finance, Revenue Ops, Product, and Technology.

You will design scalable workflows, dashboards, and health scoring, and drive cross-functional initiatives to improve visibility and accountability.