Customer Operations Lead

About Abacum

Abacum is the leading Business Planning solution for finance teams to drive performance. Founded in 2020 by two former CFOs, we’ve grown into a global team of 100+ people across 30+ nationalities. Headquartered in New York, we have offices in Toronto and Barcelona. We’re trusted by industry leaders such as Dish Networks, Strava, BetterUp, Kajabi, JG Wentworth, Abridge, Cortex, and hundreds more. We have raised over $100m, closing in June 2025 our $60M Series B, led by Scale Venture Partners, with the strong participation of Cathay Innovation, Y Combinator, Atomico, Creandum, and angel operators from Adyen, Zapier, and Twitch.

The Role

You won't be managing customer relationships. You won't be running support or doing CS work yourself. You'll be the operational infrastructure behind everything that happens after a customer goes live: the systems, the playbooks, the data, and the processes that make CS, support, and the commercial post-sale motion run well. This is a broader role than the title might imply. It spans CS operations, support operations, NRR modeling and renewal forecasting, and customer advocacy. The common thread is that all of it lives in the same part of the customer lifecycle, and all of it needs an owner who understands how the pieces connect.

What You'll Own

• Post-sale operating strategy & cadence
• Build and maintain the CS operational infrastructure: health scores, renewal forecasting, expansion tracking, churn risk identification, and QBR standardization
• Design playbooks for the moments that matter most: onboarding completion, expansion signals, renewal, and churn risk escalation
• NRR strategic infrastructure: Own the commercial data layer & strategic inputs for the post-sale business: renewal forecasting by account, segment, and cohort; NRR modeling across gross retention, expansion, contraction, and churn; ARR bridge reporting; and expansion pipeline tracking
• Make NRR reportable and auditable in a way that holds up in investor conversations
• Support operations: Build the operating infrastructure for the support function: ticketing systems, SLA frameworks, escalation workflows, and tooling
• Ensure support data connects meaningfully to CS and product
• Customer reference program: Own the customer reference process end-to-end: identification, activation, tracking, and maintenance
• Work with CS to make the program systematic and ensure references are available when sales and marketing need them
• Post-sale reporting: Own the reporting suite across CS, support, and the commercial post-sale motion
• Surface insights, not just numbers. Partner with the Head of Strategy & Operations on board-level narrative for retention and NRR

How You'll Work

This role sits inside the Strategy & Operations function with a cross-functional remit that spans CS, support, finance, and sales. You'll be embedded across those teams: attending stand-ups without running them, building health score frameworks with CS leadership rather than for them, designing NRR models in close collaboration with finance. Over time, the person in this role will be a meaningful voice in how Abacum approaches the post-sale commercial model strategically. NRR drives growth at our stage and is one of the numbers investors look at most closely. You'll have a genuine opportunity to define the operational infrastructure behind it. The influence will come from the quality of what you build and the trust you earn, not from org chart authority. A process that doesn't get used is worse than no process at all.

What We're Looking For

• Strong candidates will come from a few different directions: RevOps or BizOps with meaningful post-sale exposure, CS or support with heavy informal ops work alongside it, or consulting and strategic finance backgrounds applied to GTM problems.
• Specifically: 5+ years of professional experience with genuine understanding of the post-sale customer lifecycle: what renewal pressure feels like, where CS teams get stretched, how support operations evolve at scale. Whether this comes from working inside those teams or closely alongside them, the understanding needs to be real.
• Analytically capable without being purely analytical. Comfortable building NRR models, owning renewal forecasting, and knowing what questions the data should be answering, not just what it says.
• Comfortable using AI tools in day-to-day ops work: automating workflows, accelerating analysis, building reporting infrastructure faster than the traditional approach. You see AI as a lever, not a novelty.
• Able to run a difficult cross-functional meeting and build a clean financial 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, support, finance, product) and knowing how to influence without overstepping.
• Fintech, FP&A, or finance-adjacent SaaS experience is a meaningful plus.

Benefits

• Competitive compensation including equity package
• Competitive vacation policy
• Medical Insurance
• L&D budget
• Access to Meditopia (wellbeing platform)
• Language courses (English / Spanish)