Tyler Ryll
Client Satisfaction Champion
About
I'm a big personality with a bigger moustache with a loud radio voice (when required) which means I love to present to clients, colleagues, and partners at every opportunity. I am obsessed with Lego, and part of the reason I love it so much is you can start from 1 small brick and end up building masterpieces. This is the same attitude I take to my work every day.
I'm always an advocate for the customer internally, and this is evident in my track record of reducing churn (~17% YoY at Roadmunk), and increasing upsell (~10% YoY increase) all by listening to our customers' needs in terms of features, functions, and business cases to ensure their success.
I love spending weekends reading books, tending our veggie garden, or playing with my cat Tumbleweed. I am a huge Curling Advocate and enjoy helping and spending free time in my community by organizing Trash Collection days, magnet fishing, or coaching/managing sport teams.
Work Experience
Director, Customer Success
Director, Customer Success & Account Management
Implemented different processes including personal development plans for career growth. A complete churn process for how to save, win-back, and count churn, allowing our company to better understand why and how people are leaving. Administered a $1.2M budget.
Highlights
- Managed 800+ account portfolio - including being the dedicated resource to our highest most valuable accounts. Portfolio size was ~1M ARR.
- Helped build new processes directly inside of Salesforce to ensure business continuity. Clean data was the main focus, and the CSM team increased data fields by 63% in Q3 23
- Created and Executed a brand new onboarding process that created a unified customer experience from sign up to completion. Increased onboarding completion by ~10%.
- Led a 10+-person team including Customer Success Managers (CSMs), Partnership Managers, and Onboarding Specialists.
- Increased eNPS by 27% in 1st quarter as a leader.
Manager, Customer Success
I was directly responsible for a single area of gross revenue retention through our CSM and support teams. I was responsible for the consistent growth, and revenue retention that tied into our CEOs' OKRs.
Highlights
- Lowered Churn by ~10% YoY for 3 consecutive years (2020-2022) saving over 1.6M in ARR
- Achieved a consistent forecast within 5% of the actual Churn for a full 12-month cohort.
- Built a business case on the reasons why CSM should own the Upsell portion of existing business which allowed the team to grow, retain, and earn commission on upsell.
- Created a full-service Onboarding Team to train our new customers on best practices, through a scalable and repeatable process.
- Managed and maintained a team of 15+ ICs including CSM, Support, and Onboarding
Manager, Renewals
My mandate was to create a scalable process outside of the existing Excel Spreadsheet and track and maintain our existing customer base. I was responsible for 3200 account renewals. I ran renewals meetings internally and with clients, created processes, and executed Renewals.
Highlights
- Lowered churn by 11% in my first year - 550k ARR Saved
- Worked with RevOps to build a scalable, process-driven Renewals program that is still in effect today for tracking, executing, and showcasing all Renewals.
- Created a safe team environment for honesty and transparency about Churn and Client issues.
Enterprise Customer Success Manager
I was responsible for managing our largest set of clients which included major brands like 3M, Wiley, and Microsoft. I was the point person for all technical and support-related inquiries regarding the platform. My goal was to increase NRR and maintain 90% GRR which I did during my tenure.
Highlights
- Was the CSM who managed and assisted in the largest Upsell in Uberflip History (255k)
- Was the CS liaison for the entire Customer Advisory Board for 2 years
- Helped set up and structure processes for our QBR and MBR for our clients
Volunteer
Peterborough Curling Club
November 2022 – Present
Curling Bonspiel Organizer
PTBO Slo-Pitch
April 2022 – Present
Softball Coach
Contact
123 Fake Street
Peterborough, Ontario K9H 3R9 CA
Education
- 2010 2012
Davenport University
Minor B2B Process
- 2009 2011
Durham College
Advanced Marketing Diploma in Marketing
Skills
Business Expert
Customer Success Customer Support Customer Experience Process Building Process Improvements B2B SaaS Sales Account Management Upsells/Renewals Presentations Team Building Mentoring Data Analytics
Languages
- EnglishNative speaker
References
At Roadmunk, he built a high performing customer success team from scratch and has effectively led his team through Roadmunk’s acquisition and post acquisition integration. An optimist to the core, Tyler has a knack of building and nurturing deep relationships with customers and has always been customers’ champion inside Roadmunk. At the same time, his data driven approach always helps his team to focus on the right priorities and drive business results. In my opinion, he strikes the perfect balance of having high customer empathy, data driven/delivering business results, and being an amazing leader for his team.
Working for Tyler has been a breath of fresh air. As a leader, coach and customer advocate he always prioritizes doing the right thing. Tyler redefined our renewal process and built out a number of other scalable programs that resulted in significant improvements to reduce churn and customer CSAT across every segment of the business. I could not recommend Tyler highly enough and any organization would be lucky to have him.
Tyler has calmly navigated a lot of business challenges at Roadmunk over the past 3 years including a complete rebuild of the Client Experience team, segmentation of our accounts, and all while maintaining an energetic professionalism. He's a champion for the customer voice and tries to instil this in the onboarding and mentoring of all his reports. Anyone looking for a CX leader who can always be counted on to go the extra mile would have a valuable addition to their organization with Tyler. He's there for holiday coverage, strategic QBRs and even pitches in for company wide kickoff planning!
In his time with our team he expanded and excelled at the operational, and customer service aspects required in a competitive software sales environment. Tyler is a great team player and a truly compassionate and caring individual who puts the needs of the organization and most importantly customer above his own. This shows both in his personal and professional life. I highly recommend Tyler as he has a bright future in Software and customer facing roles.
Interests
Team Sports
Curling Softball
Video Games
FPS RTS Cozy
LEGO
Collector Builder Enthusiast