Senior Customer Success Revenue Operations Manager

Summary

Join Restaurant365, a SaaS company revolutionizing the restaurant industry, as a Sr. CS Revenue Operations Manager! Reporting to the Sr. Director of Customer Strategy and Operations, you will play a crucial role in analyzing and predicting customer retention and renewals. Leveraging data analytics and predictive modeling, you will provide insights into customer behavior and churn risks. This role involves collaborating with cross-functional teams to develop data-driven strategies that enhance customer retention and revenue stability. You will forecast renewals, analyze customer behavior, and build reports and dashboards to provide real-time visibility into key metrics. The ideal candidate possesses strong analytical and communication skills and experience in forecasting, customer success analytics, or revenue operations within a SaaS environment.

Requirements

• Bachelor’s degree in business, data analytics, finance, or a related field
• 7+ years in a GTM role and or GTM Operations function in SaaS
• 5+ years of experience in forecasting, customer success analytics, or revenue operations
• Strong proficiency in data analytics tools (e.g., Domo, Tableau, SQL, Power BI, Excel)
• Experience with CRM and Customer Success platforms (e.g., Salesforce, Gainsight)
• Excellent analytical, problem-solving, and communication skills
• Ability to translate complex data insights into clear, actionable strategies
• Exceptional data visualization and storytelling skills

Responsibilities

• Develop and refine predictive models to forecast renewals, gross churn and retention rates, utilizing data science, historical data and other key performance indicators
• Analyze customer behavior patterns, engagement levels, and product usage to qualify customer value/usage and identify early churn indicators
• Provide actionable insights and recommendations to improve retention initiatives, optimize customer success efforts, and mitigate churn risks
• Define and monitor key performance indicators (KPIs) related to customer retention, renewal rates, and at-risk accounts
• Work closely with Customer Success Management (CSM), Sales, Finance, and Product teams to align retention strategies with company business objectives
• Build and maintain reports and dashboards that provide real-time visibility into renewals and retention trends as well as churn risks
• Identify inefficiencies in retention workflows and recommend process improvements to enhance customer engagement and loyalty
• Working with IT-Systems and the business to incorporate data governance and process adherence into systems used to manage, track and report renewals, retention and gross churn
• Partnering with CS enablement to ensure policies, processes and actions are rolled out and incorporated into the rhythm of the business
• Other duties as assigned

Benefits

• This position has a salary range of $116,000-$174,000
• Comprehensive medical benefits, 100% paid for employee
• 401k + matching
• Equity Option Grant
• Unlimited PTO + Company holidays
• Wellness initiatives