Customer Success Manager

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