Chief of Staff, CCO

This is a fully remote position, open to applicants in Colorado.

📋 Description

• Collaborate with the Chief Customer Officer to enhance business performance throughout the Customer organization

• Ensure that customer metrics such as ARR movement, gross and net revenue retention, renewal rates, cohort analyses, and churn drivers adhere to industry-leading practices

• Convert customer metrics into organizational insights and assess the accuracy of renewal forecasts

• Provide reports on cross-sell and upsell opportunities

• Prepare materials for the CCO for executive leadership, board meetings, Thoma Bravo operating reviews, and quarterly business reviews (QBRs)

• Frame performance, risk, and investment requests in terms of their business impact

• Manage renewal rate reporting and variance analysis in comparison to both planned and actual outcomes

• Develop annual renewal and retention strategies, as well as headcount, coverage ratio, and capacity models

• Deliver customer health assessments and analyses of churn and risk

• Establish reporting requirements across Salesforce, the data warehouse, and business intelligence tools

• Address the CCO's requests for analysis and reporting

• Collaborate with Revenue Operations, CRO leadership, and Product Strategy on net retention, churn analysis, and product forecasting

⛳️ Requirements

• Extensive experience in strategic finance, FP&A, business operations, revenue operations, customer success operations, or a related domain, preferably in a B2B SaaS setting

• Strong knowledge of SaaS business models and recurring revenue metrics, including ARR, GRR, NRR, renewals, and churn

• Proven ability to translate business requirements into reporting and analytical needs

• Proficient in Salesforce, Excel, SQL, Power BI, or Tableau

• Capable of analyzing complex datasets and clearly communicating insights to executive audiences

• Excellent collaboration, communication, and problem-solving skills, with the ability to influence across various teams

• Experience in environments backed by private equity or supporting executive and board-level reporting is advantageous

🏝️ Benefits

• A company culture that empowers you to perform at your best

• Employee Resource Groups that foster a sense of belonging for all

• Regular company and team bonding activities

• Competitive benefits and perks

• Global volunteering and community engagement initiatives

• Generous PTO and holiday schedule

• Parental leave

• Comprehensive healthcare options

• Retirement programs

• Opportunities for education reimbursement

• Commuter offset for specific locations

• A flexible, collaborative work environment