Design how customers move from closed-won to fully live, including handoff standards, milestone definitions, escalation protocols, and time-to-value benchmarks
Build the CS operational infrastructure: health scores, renewal forecasting, expansion tracking, and QBR standardization
Own how partner-delivered implementations are tracked and how partner activity flows into renewal and expansion forecasting
Own the reporting suite across CS, implementation, and partners. Surface insights, not just numbers

5-7 years professional experience with a genuine understanding of the post-sale customer lifecycle: what renewal pressure feels like, where onboarding breaks down, what CS teams need to manage a book of business well
Analytically capable without being purely analytical. Comfortable building and owning reporting, working with CRM and CS tooling data, and knowing what questions the data should be answering
Comfortable using AI tools in day-to-day ops work: whether that's automating workflows, accelerating analysis, or building reporting infrastructure faster than the traditional approach
Able to run a difficult cross-functional meeting and build a clean model and not think of those as different kinds of skills
A track record of building process and structure where it didn't fully exist. Not waiting for someone else to define the playbook, and not building processes that look good on paper but don't get used
Comfortable working across functions without formal authority (CS, sales, implementation, product) and knowing how to influence without overstepping
Fintech, FP&A, or finance-adjacent SaaS experience is a meaningful plus

Revenue Operations Lead

Key skills