Director of Customer Success Operations – Reporting

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

📋 Description

• Aggregate customer health indicators from customer success teams to give the General Manager weekly insights into account and cohort health.

• Monitor GRR and NRR across products, segments, and cohorts; perform variance analysis to detect deterioration trends and positive movements.

• Identify at-risk account cohorts and customers; collaborate with customer success to create targeted interventions and track remediation progress.

• Execute root-cause analysis on churn trends and suggest operational or product enhancements.

• Collaborate with customer success, product, and marketing teams to design and implement strategies for retention and expansion.

• Maintain dashboards that monitor GRR, NRR, churn cohorts, expansion opportunities, and other essential retention metrics.

• Provide predictive forecasts of end-of-period performance.

• Establish and implement escalation and resolution protocols for at-risk accounts.

• Regularly report to the General Manager on retention performance, key drivers, and suggested actions.

• Create strategies to retain customers and enhance GRR.

• Identify and address issues affecting 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 a related role in a high-volume B2B SaaS environment.

• Profound knowledge of SaaS metrics (GRR, NRR, CAC payback, churn drivers, cohort analysis) and the capability to identify and analyze performance variances.

• Proven experience working with programmatic or high-volume customer bases (100 accounts or more).

• Strong analytical skills and expertise in data visualization.

• Proficiency in SQL, BI tools, and statistical analysis.

• Experience in designing and tracking retention initiatives or campaigns at scale.

• Outstanding communication skills and the ability to translate complex analyses into actionable insights for leadership.

• Capacity to manage multiple retention and expansion initiatives concurrently.

• Background checks are mandatory 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.