Thomas Ryan

Manage of Onboarding, Customer Success

TaxCloud

Apr 2026 - Current (4 months)

Strategy Manager Customer Success

Stay Ai

Nov 2025 - Apr 2026 (6 months)

Customer Success - Onboarding Manager

Stay Ai

Jul 2024 - Jan 2026 (1 year 7 months)

The Next-Gen Subscription Growth Platform. Acquire, manage, and winback subscribers.

Lead Customer Experience Manager

CommerceBear

Sep 2023 - Jul 2024 (11 months)

Senior Customer Success Manager

CommerceBear

Jan 2022 - Sep 2023 (1 year 9 months)

Achieved 107% of NRR renewal target, 2022 Awarded Bear of the Year (01/2023)

Senior Customer Success Manager - Enterprise

introhive

Jul 2021 - Jun 2022 (1 year)

Helping customers reveal hidden revenue through relationships. - Created a customer facing value deck for mapping customer objectives and key required results. - Achieved 117% Net Revenue Retention

Sr. Customer Success Manager - Enterprise

Igloo Software

Apr 2020 - Jul 2021 (1 year 4 months)

- Built Customer Self-Health Kit (Surveys & scoring mechanic for ROI and gap analysis) - Committee member for Customer Care Community - Produced and directed first digital ICE community conference - Prepare and deliver reports for QBR/ABM/NPS/CSAT customer programs - 97% GRR retention target achieved Q3

Customer Success Manager

Vidyard

Feb 2019 - Apr 2020 (1 year 3 months)

Achieved NRR renewal targets for Q2 and Q3 of 2019 2nd largest enterprise upsell Q3 Winner: Trust and Transparency award Renewal Achievement Award X 2 120%+ attainment

Customer Success Manager

OpenText

May 2018 - Feb 2019 (10 months)

Ensuring customers achieve their desired business outcomes with our products. I focus on developing moments of truth and act as a rallying point to invoke true advocacy for their journey. Within OpenText, I create an opportunity for cross-functional alignments and for the business to rise beyond simple customer experience. • Onboard new customers and provide best-in-class consultative approaches to ensure adoption of OpenText solutions and services. • Develop customer success plans that include appropriate milestones, tasks and regular customer interactions with associated updates, based on customer success engagement methodology and best-practices. • Own customer profiles and management of data from disparate systems; ensuring that all int

Program Renewal Specialist

OpenText

Feb 2017 - May 2018 (1 year 4 months)

Relationship management, selling the value of Open Text Maintenance and Support Programs and driving retention as well as growth. Quoting, positioning upsells, regular follow-up and closing renewals were primary responsibilities. Strong organizational skills and the ability to accurately forecast, responsible for identifying and conducting gap analysis and process improvement. • Managed and maintained a quota of $7 Million+ in renewable revenue quarterly. • Worked diligently to establish a personal relationship with each individual customer, became a trusted adviser. • Managed strategic customers, worked to understand their experiences with Support/products, formulating a plan for maintenance renewal, upsell potential and additional license

Maintenance Renewal Specialist

OpenText

Nov 2015 - Feb 2017 (1 year 4 months)

Focused on renewing ARR and driving retention as well as growth. Quoting, positioning upsells, regular follow-up and closing renewals were primary responsibilities. Strong organizational skills and the ability to accurately forecast, responsible for identifying and conducting gap analysis and process improvement. • Managed and maintained a quota of $2 Million+ in renewable revenue quarterly. • Worked diligently to establish a personal relationship with each individual customer, became a trusted adviser. • Managed strategic customers, worked to understand their experiences with Support/products, formulating a plan for maintenance renewal, upsell potential and additional license deals. • Positioned value of support programs & add-on maintenan

C

Technician Field Services

Centra Office Equipment

Nov 2007 - Dec 2011 (4 years 2 months)

• Responsible for the maintenance, installation, and repair of imaging equipment. • Meeting and maintaining contractual service levels. • Comprehensive understanding of imaging equipment - best practices as they relate to workplace ergonomics, job processing requirements, and available resourcing. • Exceeded revenue goals for the accounts in the territory - Waterloo Region, Perth, Woolwich. • Ensure consumption plans met post-site implementation. • Responsible for the maintenance of agreements, including license compliance and execution of contractual terms. • Forecasting of quarterly and annual projects in the tier 1 customer segment. • Responsible for scoping and delivery of all project proposals. • Managed a contact and engagement strate

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