Job Level
Mid-LevelSenior
Tech Stack
Tableau
About the role
- Partner closely with post-sale teams to design, implement, and optimize systems, processes, and insights to enable scalable customer success, retention, and revenue growth.
- Design, launch, and iterate operational processes, dashboards, and KPI frameworks to monitor customer health, retention, and expansion.
- Map pre-sales through post-sales workflows, document requirements, identify gaps, and establish clear RACI framework.
- Support and streamline the customer site review process, including tracking, reporting, and continuous improvement initiatives.
- Review and redesign the account health scoring model and corresponding processes and tools for accurate triage and targeted interventions.
- Coordinate with Sales to conduct whitespace analyses for existing accounts, driving prioritization and forecasting for expansion opportunities.
- Act as the operational bridge between CS, Delivery, Sales, and other departments to ensure data alignment and seamless process handoffs.
Requirements
- Bachelor’s degree or equivalent practical experience.
- 5+ years in Customer or Revenue Operations, or related strategy/ops roles, preferably in a SaaS environment.
- Proven track record of designing and implementing operational processes that drive measurable improvements in customer retention and expansion.
- Experience with cross-functional project management and business process mapping.
- Strong analytical and problem-solving skills; comfortable interpreting and presenting data to executive audiences.
- Advanced proficiency in CRM systems (Salesforce preferred), customer success platforms (Gainsight preferred), and analytics/reporting tools (e.g., Tableau).
- Excellent verbal and written communication skills, with the ability to simplify complex concepts for diverse audiences.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.