Revenue Operations Manager, Customer Success

1. About Our Client:

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The organization operates in the B2B SaaS industry, focusing on customer success management. It addresses challenges in the customer lifecycle by providing data-driven insights and scalable processes to improve onboarding, adoption, retention, and expansion. The company supports customer success leaders with analytics and operational tools to enhance customer outcomes and revenue growth.

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2. About the Opportunity:

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The Revenue Operations Manager, Customer Success will serve as a key individual contributor supporting the customer success organization through data analysis, process improvement, and strategic insight. This role drives retention, growth, and customer outcomes by delivering actionable analytics and partnering with leadership to optimize the customer journey from onboarding through renewal and expansion.

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3. Responsibilities:

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• Provide customer success leaders with data and processes to enable proactive decision-making  

• Collaborate with leadership to map and improve the customer journey, reducing friction and increasing engagement  

• Design and implement customer health scoring models integrating usage, support, and financial data  

• Analyze the post-sale funnel, including onboarding, renewal, and net revenue retention metrics  

• Track and report key customer success metrics to identify opportunities for improvement  

• Align customer success KPIs with company-wide reporting and forecasting through collaboration with Revenue Operations and Finance  

• Develop and maintain renewal and expansion revenue forecasting models  

• Support annual planning for headcount, capacity, and revenue targets  

• Create and maintain Customer Success dashboards in Salesforce and Power BI to automate reporting and enhance visibility  

• Build ad hoc analyses and transition them to automated reports as needed  

• Establish a unified source of truth for customer success metrics by integrating data across systems  

• Ensure stakeholders have timely and accurate access to critical metrics  

• Manage the configuration and optimization of Salesforce and related customer success tools  

• Develop early-warning systems and playbooks to identify and address at-risk accounts  

• Promote a data-driven culture by making analytics accessible to non-technical team members  

• Produce documentation, training materials, and self-serve resources for customer success leaders and account managers  

• Implement best practices for data governance, naming conventions, and metric definitions across the post-sale organization

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4. Requirements:

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• 7+ years in revenue operations, customer success operations, or a related data role in B2B SaaS  

• Proficiency with Salesforce (CRM data, account/opportunity management, renewal workflows)  

• Advanced Excel skills  

• Strong knowledge of post-sale metrics including net revenue retention, churn analysis, health scoring, and renewal forecasting  

• Experience designing customer health scores and early-warning frameworks  

• Proven ability to collaborate with Finance, HR, and Sales on data alignment and reporting infrastructure  

• Solid business understanding of B2B SaaS customer lifecycle and linking customer success data to business outcomes  

• Excellent communication skills with experience translating complex analysis for senior leaders  

• Self-starter with the ability to work independently and manage multiple priorities in a fast-paced environment

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Preferred Qualifications:

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• Experience with Planhat or similar customer success platforms  

• Background in a high-growth SaaS company or familiarity with the Microsoft ecosystem (Azure, AVD, Intune)  

• Experience using AI tools such as Claude, Gemini, or ChatGPT to enhance productivity  

• Knowledge of Snowflake (data warehousing, querying) and Power BI (dashboard development, DAX, data modeling)

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5. Pay Range and Compensation Package:

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• The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.

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6. Benefits & Perks:

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• Competitive base salary plus incentive plan  

• Stock options  

• Health and welfare plans (varies by location)  

• Life and disability plans (varies by location)  

• Retirement plan (varies by location)  

• Unlimited flexible paid time off, including a birthday day off

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Equal Opportunity Statement:  

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

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Note:  

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.