Job details

Customer Success Manager

Get a free resume review

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 Manager to play a crucial role in conveying our vision and capabilities to Tax.com customers, offering tailored solutions that meet their unique needs. Responsibilities include nurturing and expanding customer relationships, driving product adoption and usage, identifying expansion opportunities, and ensuring customers are achieving their goals with our software.

Core Responsibilities:

Deliver a world class customer experience
Build and maintain deep, trusting relationships with customers by understanding their unique business goals and challenges.
Identify upsell and cross-sell opportunities that align with customer's long term business strategies.
Lead individual product enablement sessions and create scalable content to enhance customer product knowledge, usage, and efficiency.
Design and execute strategic customer success plans, detailing objectives, potential roadblocks, success indicators, and timelines.
Document and standardize best practices, creating resources like playbooks, how-to guides, and FAQs from customer interactions.
Collect and communicate customer insights to internal teams, amplifying the customer voice and identifying recurring trends that will help influence product development.
Work closely with Sales, Support, and Implementation counterparts, ensuring a smooth transition from the sales process to ongoing customer success.
Proactively identify signs of potential churn or renewal risks, using problem-solving skills and collaborating with internal teams to develop and implement resolution strategies.
Identify and intercept customer pain points.
Encourage customer advocacy by facilitating customer testimonials and case studies.

You Have:

Proven work experience as a Customer Success Manager or Account Manager, managing a dedicated book of business comprising of large, complex, global enterprises.
Exceptional ability to communicate and develop strong business relationships with executive sponsors and licensed customers.
Creative problem-solving skills & deep curiosity. Proactively closing knowledge gaps by learning from and sharing with peers.
Humble, team-focused attitude with an eagerness to lift up others.
A desire to create an impact in a foundational role that will help shape the future of the organization.
Bachelor’s degree with 5+ years of experience (a mix will be considered if combined totals in one area significantly exceed another that may be slightly under 5 years)

Technical Skills:

To perform this job successfully, an individual should be proficient in using the following applications or systems:

Microsoft Office Suite for performing Intermediate/Advanced data analysis, creating top-tier customer and executive presentations
Salesforce experience for documenting customer relationships and the ability to create and run reports and dashboards.
Salesloft, Outreach, or other Sales engagement platform experience
Customer Success Platform experience 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 in person and via e-mail, phone, and video conference.
Position requires regular interaction with customers and external vendors in person and via e-mail, phone, and video conference.
Created and sending recorded videos to customers.
Independent travel requirement: Up to 10-20%.

Compensation:

For certain California based roles, the base salary hiring range for this position is $120,000 - $165,000
For other California based locations, the base salary hiring range for this position is $110,000 - $151,250
For Colorado based roles, the base salary hiring range for this position is $106,000 - $144,430
For New York based roles, the base salary hiring range for this position is $120,000 - $165,000
For Washington based roles, the base salary hiring range for this position is $110,000 - $151,250
The Company makes offers based on many factors, including qualifications and experience.

Equal Opportunity Employer: disability/veteran

Average salary estimate

$137500 / YEARLY (est.)

min

max

$110000K

$165000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Customer Success Manager, Ryan

At Ryan, we’re on the lookout for a passionate and dedicated Customer Success Manager to join our growing team in Dallas! This invaluable role is all about delivering exceptional customer experiences and ensuring our Tax.com clients harness the full potential of our software. You’ll nurture relationships with clients, helping them achieve their business goals while growing product usage through personalized solutions tailored to their unique needs. Imagine leading training sessions that empower customers and crafting resources that can enhance their success! You'll work closely with Sales and Support teams to ensure seamless transitions and proactively address any potential issues that could lead to churn. Plus, you’ll gather insightful customer feedback to inform our future development. With the added perks of hybrid work options and generous personal time off, Ryan creates a nurturing environment where innovation thrives. If you have a knack for building trust and have experience managing complex accounts, we want to hear from you! Join us in shaping our vision and making an impact in this foundational role. Ready to take the leap into an exciting opportunity as a Customer Success Manager with Ryan?

Frequently Asked Questions (FAQs) for Customer Success Manager Role at Ryan

What are the responsibilities of the Customer Success Manager at Ryan?

As a Customer Success Manager at Ryan, your primary responsibilities include delivering top-notch customer experiences, establishing meaningful relationships with clients, and driving product adoption. You will strategize with customers to create customized success plans and identify upsell opportunities that align with their business objectives. Your role also involves documenting best practices, sharing customer insights with internal teams, and mitigating churn risks.