{"id":2185877,"url":"https://alion.io/job/ryan-senior-manager-customer-success-operations","title":"Senior Manager, Customer Success Operations","company":{"id":1853398,"name":"Ryan","domain":"ryan.com","url":"https://alion.io/company/ryan-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Plano, United States","New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":66000,"max_usd":144000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":687},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"Salesforce","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-09T16:21:59Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-18T21:13:00Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"Why Ryan?\nHybrid Work Options\n\nAward-Winning Culture\n\nGenerous Personal Time Off (PTO) Benefits\n\n14-Weeks of 100% Paid Leave for New Parents (Adoption Included)\n\nMonthly Gym Membership Reimbursement OR Gym Equipment Reimbursement\n\nBenefits Eligibility Effective Day One\n\n401K with Employer Match\n\nTuition Reimbursement After One Year of Service\n\nFertility Assistance Program\n\nFour-Week Company-Paid Sabbatical Eligibility After Five Years of Service\n\nThe Senior Manager, Customer Success Operations is responsible for building, managing, and continuously improving the systems, data, reporting, processes, and operational discipline that enable the Customer Success organization to scale effectively.This highly independent, hands-on role combines analytics, systems administration, process design, and cross-functional leadership. The Senior Manager owns key Customer Success operational capabilities, including reporting and insights, data quality and governance, Customer Success platform administration, compensation reporting, and process improvement.\nThe role proactively identifies operational opportunities and challenges, develops data-driven recommendations, and leads initiatives through execution. This position partners closely with Customer Success leadership and cross-functional stakeholders to establish scalable processes, improve visibility and accountability, and strengthen the overall Customer Success operating model.\nDuties and Responsibilities, as they align to Ryan’s Key Results\nPeople\nPartners with Customer Success leadership to translate business needs and customer strategies into scalable operational processes, tools, and system workflows.\nLeads cross-functional meetings, projects, and operational initiatives, establishing clear ownership, timelines, deliverables, and next steps.\nCollaborates with Finance, Human Resources, Revenue Operations, Product, Technology, and other stakeholders to resolve operational issues and improve processes.\nInfluences and drives alignment across cross-functional stakeholders without direct authority.\nProvides operational expertise, insights, and recommendations to Customer Success leadership to support effective decision-making.\nPromotes operational discipline, accountability, and continuous improvement across the Customer Success organization.\nClient\nDesigns and operationalizes processes that support the customer lifecycle, including renewals, customer risk, churn, expansion, account management, customer health, adoption, and escalations.\nPartners with Customer Success leadership to identify opportunities to improve the customer experience through enhanced processes, systems, reporting, and automation.\nDevelops and maintains Customer Success platform playbooks, journeys, alerts, health scores, segmentation, workflows, dashboards, and automation.\nUses customer and operational data to identify trends, risks, and opportunities and translates findings into actionable recommendations.\nSupports scalable Customer Success practices that improve visibility into customer health, retention, renewal performance, and expansion opportunities.\nValue\nOwns Customer Success reporting, dashboards, and performance analysis, including retention, renewals, churn, expansion, customer health, adoption, and team performance.\nEstablishes and maintains data governance standards to improve the accuracy, completeness, consistency, and reliability of Customer Success data.\nServes as the primary business owner and administrator of the Customer Success platform, including ChurnZero or a comparable solution.\nEvaluates existing Customer Success processes and identifies opportunities for standardization, simplification, automation, and increased scalability.\nOwns the preparation and validation of Customer Success compensation and incentive reporting.\nDevelops analytical insights and recommendations that enable leadership to make informed operational and business decisions.\nIndependently identifies operational issues, develops solutions, and drives initiatives through completion with limited day-to-day direction.\nContinuously improves Customer Success operational scalability by reducing manual work and increasing visibility, consistency, efficiency, and accountability.\nDevelops and maintains documentation, reporting standards, workflows, and operational processes to support sustainable growth.\nEducation and Experience\nBachelor’s degree in Business Administration, Analytics, Finance, Information Systems, or a related field, or equivalent practical experience.\nSeven or more years of experience in Customer Success Operations, Revenue Operations, Sales Operations, Business Operations, analytics, or a related discipline.\nDemonstrated experience independently owning operational programs, systems, processes, or functional capabilities.\nExperience administering a Customer Success platform such as ChurnZero, Gainsight, Totango, or a comparable solution.\nExperience developing workflows, reporting, automation, dashboards, health scoring, segmentation, or customer lifecycle programs.\nExperience working with Customer Success metrics, including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), churn, renewals, expansion, adoption, and customer health.\nExperience improving data quality, governance, reporting, and operational processes.\nExperience leading cross-functional projects and influencing stakeholders without direct authority.\nExperience supporting compensation or incentive reporting preferred.\nChurnZero, Salesforce, business intelligence/reporting, advanced Microsoft Excel, and SQL experience preferred.\nSkills\nStrong analytical and problem-solving skills with the ability to translate complex data into actionable business recommendations.\nStrong knowledge of Customer Success operations, metrics, processes, and systems.\nAbility to independently manage complex operational initiatives from identification through implementation.\nStrong systems aptitude with the ability to develop expertise in and administer business-critical platforms.\nAbility to design scalable processes, workflows, reporting, and automation.\nStrong project management, organization, prioritization, and follow-through skills.\nAbility to bring structure and clarity to ambiguous or evolving business needs.\nStrong interpersonal skills with the ability to influence and build effective relationships across functions and organizational levels.\nExcellent written and verbal communication skills.\nAbility to balance strategic thinking with hands-on execution.\nSelf-directed with the ability to operate effectively with limited structure, precedent, or day-to-day direction.\nProficiency in Microsoft Excel and reporting and analytics tools.\nSupervisory Responsibilities\nThis role may lead projects and cross-functional initiatives and provide functional leadership to stakeholders across the organization. The position is expected to independently drive workstreams and influence outcomes without relying on direct reporting authority.\nEqual Opportunity Employer: disability/veteran","description_format":"text","description_chars":7060,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan","Gym membership","Hybrid work"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Services","Tax Advisory & Preparation"],"lifecycle":[{"event":"open","at":"2026-10-09T16:21:59Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":2,"green_card_filings_12m":0,"median_offered_wage_usd":92500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":78,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.867,"p_room":0.9,"age_days":9,"expected_fill_days":26,"reasons":["conf:8","velocity","win:mid","comp:brand"],"computed_at":"2026-10-19T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/ryan-senior-manager-customer-success-operations","json_url":"https://alion.io/job/ryan-senior-manager-customer-success-operations.json","meta":{"generated_at":"2026-10-19T19:27:30Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15397,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1853398},"rest":"https://alion.io/mcp/rest/get_company?id=1853398"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fryan-senior-manager-customer-success-operations"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fryan-senior-manager-customer-success-operations"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fryan-senior-manager-customer-success-operations"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ryan-senior-manager-customer-success-operations\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fryan-senior-manager-customer-success-operations"}]}