Serve as an organizing function for the renewals process — tracking timelines, flagging risks, and ensuring nothing falls through the cracks
Pull together analysis, data, and narrative assets to support renewal and retention strategies defined by CSMs — sourcing inputs and assets from across the organization as needed
Own project management for complex, multi-stakeholder initiatives — coordinating timelines, dependencies, and deliverables across Finance, Product, Sales, and other teams to keep renewal strategies and escalations moving forward
Support CSMs on non-standard client requests and escalations that require coordination across multiple internal teams and stakeholders
Act as a connective tissue between CS and the broader organization, helping drive alignment and follow-through on complex initiatives
Create and monitor Salesforce reports to identify data gaps and missing or inaccurate data, proactively reaching out to CSMs with reminders and corrections to maintain data integrity across the org

3–5 years of experience in operations, business operations, or a CS/account management support role
Strong project management skills with experience coordinating across multiple teams and stakeholders
Strong familiarity with Salesforce — comfortable building and interpreting reports
Exceptional organizational skills with a track record of managing multiple priorities simultaneously
Strong communicator who can engage effectively with both frontline team members and senior stakeholders
Proactive, detail-oriented, and comfortable operating in ambiguous situations

Business Operations Lead

Key skills