Innovid

Revenue Operations

• Serve as the primary RevOps point of contact for the Client Success team, owning the operational agenda for the post-sale commercial function and ensuring CS leadership has a dedicated, expert partner to drive performance.
• Design and continuously improve end-to-end post-sale processes, including client onboarding workflows, renewal playbooks, expansion motion frameworks, escalation protocols, and executive business review (QBR) structures.
• Develop and maintain a CS operating cadence—including renewal forecasting rhythms, pipeline reviews, and performance check-ins—that keeps leadership aligned, accountable, and forward-looking.
• Identify process gaps through data analysis and direct stakeholder engagement, then build and execute improvement plans with clear owners, timelines, and success metrics.
• Collaborate closely with peers in Sales Operations and Marketing Operations to ensure a consistent, connected commercial motion across the full customer lifecycle—from acquisition through retention and expansion.
• Lead the development of Client Success reporting by defining requirements, establishing data standards, and working in close partnership with the Insights team to build and maintain dashboards that give commercial leaders clear visibility into retention performance, churn risk, expansion pipeline, and team productivity.
• Own the CS metrics framework—defining, tracking, and socializing the KPIs that matter most, including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), renewal rates, account health scores, time-to-value, and client satisfaction indicators.
• Drive renewal and expansion revenue forecasting in partnership with CS leadership and Finance, supporting accurate and accountable revenue planning.
• Translate complex data into clear, compelling narratives and recommendations for VP- and C-level audiences, bringing a forward-looking perspective to business reviews.
• Own the CS team’s relationship with the Revenue Systems function, serving as the primary stakeholder for post-sale Salesforce workflows, data requirements, and CRM enhancements. Partner with the VP of Revenue Systems to scope, prioritize, and implement changes that support CS operations.
• Evaluate, implement, and manage CS-specific technology—including customer success platforms such as Gainsight, ChurnZero, or Totango—building the business case, managing vendor relationships, and driving adoption across the CS team.
• Maintain accountability for data integrity across post-sale systems, including account and renewal opportunity hygiene in Salesforce, ensuring the CS team is operating from clean, trustworthy data.
• Partner with Revenue Systems and IT to ensure clean data architecture and system integration between pre-sale and post-sale platforms, supporting a unified view of the full customer lifecycle.
• Lead the Client Success side of incentive compensation operations: partnering with CS leadership on plan design strategy, defining quota structures, and ensuring CS commission plans are aligned to retention and growth objectives.
• Collaborate with the dedicated Commissions function within RevOps to hand off plan details for accurate execution, ensuring CS-specific nuances—such as renewal-based accelerators or expansion bonuses—are clearly documented and correctly administered.
• Serve as the CS team’s escalation point for commission questions and disputes, working with the Commissions team to resolve issues quickly and maintain team trust in the process.
• Collaborate with the Revenue Enablement team to identify and address CS-specific training and development needs, including onboarding programs for new CS hires, tool adoption initiatives, and playbook rollouts.
• Provide operational context and data to inform enablement priorities—helping the Enablement team understand where process gaps, tool underutilization, or skill deficiencies are most impacting CS performance.
• Partner with Enablement to ensure new processes, systems changes, and playbooks are effectively communicated and embedded into how the CS team works day-to-day.

Revenue Operations Director, Client Success