Senior Manager, Customer Success Ops — Data-Driven & Scalable

Ryan; New York (NY); Hybrid; USD 120,000 - 170,000; Full time

Benefits offered by this job

Generous PTO

Paid parental leave (14 weeks)

Gym reimbursement

Benefits from day one

401(k) with employer match

Tuition reimbursement

Fertility assistance

Sabbatical after 5 years

Hybrid work options

Job summary

Ryan in New York is hiring a Senior Manager, Customer Success Operations to build and optimize the systems, data, and processes that scale the CS organization. The role blends analytics, systems admin, design of processes, and cross-functional leadership.

You will own reporting, data quality, platform administration, compensation reporting, and process improvement. The role proactively identifies opportunities, partners with CS leadership, and implements scalable processes to improve visibility,

Qualifications

• Bachelor’s degree in Business Administration, Analytics, Finance, Information Systems, or related field, or equivalent practical experience.
• Seven or more years of experience in Customer Success Operations, Revenue Operations, Sales Operations, Business Operations, analytics, or related discipline.
• Experience administering a Customer Success platform such as ChurnZero, Gainsight, Totango, or comparable solution.
• Experience developing workflows, reporting, automation, dashboards, health scoring, segmentation, or customer lifecycle programs.
• Experience working with CS metrics including GRR, NRR, churn, renewals, expansion, adoption, and health.
• ChurnZero, Salesforce, BI/reporting, Excel, and SQL experience preferred.

Responsibilities

• Owns Customer Success reporting, dashboards, and performance analysis including retention and renewals.
• Designs scalable processes, tools, and system workflows with CS leadership.
• Collaborates with Finance, HR, Revenue Ops, Product, and Tech to resolve issues.
• Leads cross-functional initiatives and defines ownership and timelines.
• Develops data-driven recommendations to improve visibility, accountability, and scalability.
• Mentors teams and drives continuous improvement in CS operations.

Skills

Analytical skills

Cross-functional collaboration

Project management

Interpersonal skills

Strong communication

Microsoft Excel

SQL experience

Education

Bachelor’s degree in Business Administration or related field

Tools

ChurnZero

Salesforce

Microsoft Excel

SQL

Job description

Ryan in New York is hiring a Senior Manager, Customer Success Operations to build and optimize the systems, data, and processes that scale the CS organization. The role blends analytics, systems admin, design of processes, and cross-functional leadership.

You will own reporting, data quality, platform administration, compensation reporting, and process improvement. The role proactively identifies opportunities, partners with CS leadership, and implements scalable processes to improve visibility,