Remote; Based anywhere in the U.S.
Manager of Customer Operations
Position description
You are the central owner of the Customer Success (CS) tech stack, renewal forecasting, and post-sale process governance. Your mandate is to increase Net Revenue Retention (NRR) by building the infrastructure that allows CSMs to proactively manage accounts rather than reacting to churn risks.
Responsibilities
- Own the end-to-end renewal forecasting process, ensuring Finance and CS leadership have a real-time view of churn risk and expansion opportunities.
- Manage and optimize the CS platform (e.g., Gainsight, Channeltivity) and its integration with the CRM (Salesforce) to ensure “one source of truth” for customer health.
- Collaborate with CS and Product leadership to design and automate “Success Plans” and automated playbooks for onboarding, adoption, and renewal.
- Establish and report on core metrics, including Time-to-Value (TTV), Health Scores, and Gross/Net Retention rates.
- Design and execute training for CSMs on new internal processes, playbooks, and commercial policies regarding renewals.
Requirements
- 4+ years in Customer Operations, RevOps, or CS Leadership within a B2B SaaS environment.
- Mastery of CS platforms (Gainsight/Totango), CRM (Salesforce), and data visualization tools.
- Deep understanding of SaaS retention metrics (GRR/NRR) and the mechanics of renewal contracts.
- BA/BS in Business, Operations, or a related field.
