Director of Customer Success Operations – Reporting

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $160k - $201k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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This company has sponsored H1B visas in the past.

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insightsoftware

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

💸 Finance

🏢 Enterprise

💰 $798.6M Private Equity Round - insightsoftware on 2021-07

SaaS • Finance • Enterprise

insightsoftware is a provider of financial and operational reporting software and data analytics solutions for the Office of the CFO. Its cloud-enabled platform and pre-built connectors integrate with major ERPs (Oracle, SAP, Microsoft and 140+ others) to deliver financial reporting, budgeting/planning, consolidation, tax and lease lifecycle management, embedded analytics, and automation tools. The company serves finance, accounting, and operations teams with AI-enabled features, data virtualization, and turnkey templates to accelerate reporting, planning, and compliance.

📋 Description

• Consolidate customer health signals from customer success teams to provide the General Manager with weekly visibility into account and cohort health • Track GRR and NRR by product, segment, and cohort; conduct variance analysis to identify deterioration trends and positive momentum • Identify at-risk account cohorts and customers; develop targeted interventions with customer success and track remediation progress • Conduct root-cause analysis on churn trends and recommend operational or product improvements • Partner with customer success, product, and marketing to design and implement retention and expansion plays • Maintain dashboards tracking GRR, NRR, churn cohorts, expansion opportunity, and other key retention metrics • Provide predictive forecasts of end-of-period performance • Develop and implement escalation and resolution protocols for at-risk accounts • Report regularly to the General Manager on retention performance, key drivers, and recommended actions • Develop plans to maintain customers and grow GRR • Identify and resolve issues impacting customer retention through process improvements related to renewal management and customer success operations

🎯 Requirements

• Seven to ten years of experience in customer success operations, retention analytics, or similar role in a high-volume B2B SaaS environment • Deep understanding of SaaS metrics (GRR, NRR, CAC payback, churn drivers, cohort analysis) and ability to identify and investigate performance variances • Demonstrable experience working with programmatic or high-volume customer bases (100 plus accounts or more) • Strong analytical and data visualization skills • Comfort with SQL, BI tools, and statistical analysis • Experience designing and tracking retention initiatives or campaigns at scale • Excellent communication skills and ability to distill complex analyses into actionable insights for leadership • Ability to manage multiple retention and expansion initiatives in parallel • Background checks are required for employment with insightsoftware, where permitted by country, state/province

🏖️ Benefits

• Bonus structure: 20 percent bonus tied to GRR and NRR targets for the Reporting cohort • Health insurance • 401(k) • Professional development support • Flexible work arrangements