Job Description
- Job Description:
- Own reporting and dashboards that provide a clear view into ARR performance across churn, contraction, reactivation, and expansion
- Analyze churn, contraction, and expansion trends to identify root causes and inform changes to GTM plays, segmentation, or customer coverage
- Fine-tune renewal and expansion forecasting by improving process, data hygiene, and visibility into at-risk and growth accounts
- Facilitate weekly and quarterly business reviews in partnership with Customer Success and Account Management leaders to support renewals, NRR, and GRR
- Design scalable post-sales processes, including customer handoffs, account ownership, and lifecycle milestones
- Partner with GTM Systems to continuously improve Salesforce, Gainsight, and supporting tools to better enable revenue teams
- Requirements:
- 4+ years in Revenue Operations, Customer Success Operations, Account Management Operations, or Business Operations within a B2B SaaS environment
- Experience building reporting, analyzing trends, and managing workflows in Salesforce and/or Gainsight; SQL or advanced analytics experience is a plus
- Familiarity with customer health metrics, retention drivers, and leading indicators for churn and expansion
- A track record in cross-functional collaboration, driving strategic projects from ideation to gaining process adoption
- A track record in structuring problems (e.g., breakdown in funnel conversion rates, decline in pipeline generation), deriving insights from data, and recommending revenue opportunities
- Strong communication skills, with the ability to present forecasts, insights, and narratives to senior leaders.
- Benefits:
- Multiple health/dental coverage options (100% coverage for employee, 50% for family)
- Vision insurance
- Incentive stock options
- 401(k) match of 4%
- PTO - 4 weeks (increases at year two!)
- 12 company holidays + 2 floating holidays
- Parental leave - birthing parent (16 weeks paid) non-birthing (4 weeks paid)
- FSA & HSA options
- Short and long term disability (short term 100% paid)
- Community service funds
- Professional development funds
- Wellbeing fund - $150 quarterly
- Business expense stipend - $125 quarterly
- Mac laptop + new hire equipment stipend
- Fully stocked kitchen with tons of drinks & snacks (BHM only)
- Remote working friendly since 2012 #LI-REMOTE
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