MYOB

Sales Operations Manager – Retention

MYOB

full-time

Posted on:

Location Type: Hybrid

Location: Sydney • Australia

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About the role

  • Act as a strategic operational partner to Customer Success and Retention leaders, bringing structure, insight and rigour to how these teams plan, execute and scale week-to-week.
  • Design and own revenue and retention insights, building and managing dashboards and reporting across metrics like NRR, GRR, churn, expansion and product adoption to enable fast, data-led decisions.
  • Lead retention forecasting and planning, partnering with Finance and leadership on forecasting, cohort analysis and customer segmentation to inform planning cycles and investment decisions.
  • Drive sales and post-sales data stewardship, working with Customer Success and Retention Managers to maintain high-quality data across systems for accurate reporting, territory planning and customer health monitoring.
  • Design and optimise post-sale processes, identifying gaps and inefficiencies across renewals, risk flagging and health scoring, and leading the rollout and adoption of improved, compliant and consistent ways of working.
  • Own and optimise the sales tech stack, maximising the value of tools like Salesforce, Gainsight (or equivalents) and related systems, while collaborating closely with Sales, Marketing, Product and Finance to align on customer experience, feedback loops and upsell opportunities.

Requirements

  • Experience in Sales Operations, Revenue Operations or Business Operations, ideally within a SaaS or technology business with a strong Customer Success motion.
  • Proven track record partnering with Customer Success, Renewals or Account Management teams, developing and implementing strategies that improve retention, expansion and demonstrate clear ROI.
  • Deep expertise with Salesforce and related GTM tools, such as Gainsight, ChurnZero, HubSpot, Excel/Sheets and BI tools like Power BI.
  • Strong analytical and commercial mindset, able to turn data into insight and action, and just as comfortable deep in the detail as you are presenting to senior leadership.
  • Highly organised operator and influencer, experienced in driving cross-functional initiatives without direct authority, managing multiple priorities and stakeholders in a fast-paced, agile environment.
  • Excellent communicator and relationship builder, with experience working alongside sales, service, consulting, support and operational teams; experience in or with the accounting industry is a plus.
Benefits
  • Enjoy a flexible, hybrid workplace that brings balance to how you work
  • Set up your home office with a little financial help from us, and take advantage of great corporate discounts and vouchers from top retailers
  • Benefit from our partnership with Sonder, which supports the wellbeing of our team members
  • Unlock your potential via in-house training and programs, LinkedIn Learning, conferences and study assistance
  • Access to a variety of leave options available to support your wellbeing, including up to an additional four weeks of purchased leave, generous parental leave, domestic violence leave, transgender leave, community leave, study leave, and more
  • Join our communities, built around ‘Wellness’, ‘Belonging’ and the ‘Planet’ where you can make a meaningful contribution
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Sales OperationsRevenue OperationsBusiness OperationsRetention ForecastingCohort AnalysisCustomer SegmentationData AnalysisReportingProcess OptimizationData Stewardship
Soft Skills
Analytical MindsetOrganizational SkillsInfluencing SkillsCross-functional CollaborationCommunication SkillsRelationship BuildingPrioritizationAgilityDetail-orientedStrategic Thinking