Revenue Operations Partner- Customer Success

About the role

We are looking for a Revenue Operations Partner dedicated to our Customer Success and Renewals teams.  This is a critical, high-impact role responsible for surfacing actionable insights that drive retention, improve renewal forecast accuracy, and reduce churn across all customers. This role functions as a right-hand to our Chief Customer Officer as the expert on all things renewal, customer retention, and driving decisions that positively impact the bottom line by reducing churn and downsell.  This individual will be responsible for connecting data across the post-sale customer lifecycle, digging into root causes and making recommendations that directly influence how we run the business. This role requires strong analytical thinking, independent problem solving, a curious mindset and a strong executive presence for making the complex, simple.  

Main Responsibilities

• Serve as a trusted partner to the Chief Customer Officer and the Customer Success (CS) organization, driving the optimization of the customer experience at scale.
• Be a data expert that can take and understand disparate data to draw conclusions and recommendations for improvements across multiple systems
• Assume responsibility for the development and management of reports, providing proactive insights to the Chief Customer Officer (CCO), Revenue Operations, Customer Operations leadership, and the Senior Leadership Team to drive results in retention, mitigate churn, and ensure accuracy.
• Contribute to the definition and scaling of processes for the post-sales life cycle, encompassing smoother transitions from sales to CS client handoff, development of playbooks categorized by CS customer segment, territory design, and optimization of CSM customer workflows.
• Design sophisticated, yet streamlined and powerful workflows to automate manual tasks and enable the organization's Customer Experience (CX) team to effectively acquire, retain, and engage customers at scale.
• Deliver concise, actionable recommendations grounded in comprehensive data analysis across all facets of the post-sale customer lifecycle, including root cause analysis of churn and customer health tracking.
• Possess an innate capability to discern the critical questions, accurately interpret the data's narrative, and determine the appropriate course of action based on the analytical results.
• Communicate insights effectively across diverse stakeholder groups by tailoring content, framing, and level of detail to suit the respective audience.
• Skillfully aggregate data from multiple sources, expertly deliver insights, and collaborate with various teams to enhance overall program performance.
• Identify and implement process improvements to eliminate manual reporting and enhance visibility into key metrics, goals, and budgetary allocations.
• Create and develop reporting and playbooks leveraging Artificial Intelligence (AI) to furnish accurate information with greater rapidity, thereby enabling the CS organization to better serve customers without requiring additional resourcing.
• Be accountable for recommending and executing continuous improvements to reporting and processes based on observed trends.
• Oversee the implementation of new technologies and provide recommendations for the constant enhancement of the CS Technology Stack.

Essential Criteria

• 5+ years of experience (preferably in a Saas) in CS/Renewals Operational Management, or history in FP&A, consulting or finance; focused on customer retention and renewals performance reporting. 
• Independent and resourceful problem solver who proactively makes connections across teams 
• Naturally curious and follows threads in data without needing to be prompted 
• Experience in revenue and CRM Platforms including but not limited to Salesforce.com, Gainsight, Gong, Google Sheets, Excel, Tableau, and QuotaPath. SQL experience a plus 
• Evidence of collaborating with different departments, across different geographies to deliver standardized and scalable reporting solutions 
• Demonstrated track record of proactively identifying customer trends and turning insights into action 
• A working knowledge of sales processes, forecasting methodologies, and financial reportings and an ability to make the complex simple 
• Proven success of leveraging AI tools (e.g. ChatGPT, Google Gemini, etc.)

Please submit your application on our website by Tuesday 3rd March.

Please note: applications may close early due to high demand, so early submission is encouraged.