Director of Customer Success Operations - Reporting

We need to output HTML fragment only, with headings

for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title. Must preserve all substantive info. Remove boilerplate like About Us, EEO, etc. Also remove navigation, cookie, legal, duplicated lines, application instructions. We need to extract relevant content: The posting includes "About Us" (company description) but we should not include that as a section unless it's under "About the role"? Actually "About Us" is company overview, not about the role. The instruction: use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should map content to these headings. The posting includes a job description with responsibilities, required skills & experience, core attributes, compensation & benefits, etc. Also there is "What Success Looks Like" maybe could be part of Responsibilities or Requirements? But we should not create sections without real content. We can include sections: About the role (maybe a brief summary from job description?), Responsibilities (Key Responsibilities + What Success Looks Like?), Requirements (maybe Required Skills & Experience?), Qualifications (maybe core attributes?), Skills (maybe required skills?), Benefits, Pay, Schedule. However we must not create sections with filler like "not specified". We need to see if schedule is mentioned: none. So we should not include Schedule section. Pay: we have compensation details: base salary range, bonus structure. So we can include Pay section. Benefits: we have benefits package includes health insurance, 401(k), professional development support, flexible work arrangements. So Benefits section. About the role: we could include a brief paragraph summarizing the role from the job description: "The Director of Retention Operations for the Reporting business unit is a strategic operations leader responsible for gross retention rate (GRR) and net retention rate (NRR) across a high-volume customer base. Reporting to the General Manager, this role consolidates customer success signal at scale, identifies churn risk and expansion opportunities across cohorts, and ensures execution of programmatic retention and growth strategies." That's substantive. Responsibilities: list the bullet points under Key Responsibilities and maybe also the "What Success Looks Like" could be considered responsibilities or success metrics. We'll include them as

• . Requirements: maybe the "Required Skills & Experience" section. Qualifications: maybe core attributes? But we could also treat core attributes as Qualifications. Skills: maybe we could separate skills from requirements? But we have overlapping. The instruction says prefer a few substantive sections over many thin ones. So we could combine Required Skills & Experience and Core Attributes into a single "Requirements" section, or separate into Requirements and Skills. But we need to follow headings list: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We can include those that have content. Let's map: - About the role: summary paragraph. - Responsibilities: Key Responsibilities + What Success Looks Like (maybe as responsibilities). - Requirements: Required Skills & Experience (7-10 years experience, SaaS metrics, etc.) - Qualifications: Core Attributes (Systematic, Analytical, Collaborative, Execution-oriented) maybe also "Deep understanding of at risk accounts and plan..." but that's in responsibilities. We'll put core attributes as Qualifications. - Skills: maybe we could list specific skills like SQL, BI tools, statistical analysis, data visualization, project management, communication. But those are already in Required Skills & Experience. Could split but risk thin. Better to put them under Requirements or Skills. Since we have both headings, we could put technical skills under Skills, and experience/years under Requirements. Let's decide: Requirements: years of experience, experience in customer success operations, retention analytics, high-volume B2B SaaS, programmatic/high-volume customer bases. Skills: analytical and data visualization skills; comfort with SQL, BI tools, statistical analysis; experience designing and tracking retention initiatives; excellent communication skills; project management mindset. Qualifications: core attributes (Systematic, Analytical, Collaborative, Execution-oriented). Benefits: health insurance, 401(k), professional development support, flexible work arrangements. Pay: base salary range, bonus structure, salary range USD 160k-201k, note about bonus. Schedule: none -> omit. We must not include boilerplate like About Us, EEO, background checks, equal opportunity, etc. We must preserve all substantive information: ensure we don't lose any details from the posting. Let's extract all substantive content: From About Us insightsoftware: we might ignore as it's company overview not role-specific. The instruction says remove boilerplate like About Us? It says remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. About Us is not explicitly listed as boilerplate to remove, but it's not about the role. However we might still include it under About the role? The instruction says use headings for sections like About the role, Responsibilities, etc. So we should not include generic About Us company description unless we put it under About the role? But About the role should be about the role, not company. The company description could be considered "About the role" context? Probably not. Safer to omit it, as it's not role-specific. The instruction says preserve ALL substantive information; does company overview count as substantive? It's about the company, not the job. Might be considered boilerplate? Not sure. But they said remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. About Us is not in that list, but it's not role-specific. However the instruction earlier: "use

  for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." So they expect About the role heading to contain role-specific info. So we should not put company overview there. So we omit the About Us paragraph. Now we need to ensure we include all role-specific details: Job Description paragraph: "The Director of Retention Operations for the Reporting business unit is a strategic operations leader responsible for gross retention rate (GRR) and net retention rate (NRR) across a high-volume customer base. Reporting to the General Manager, this role consolidates customer success signal at scale, identifies churn risk and expansion opportunities across cohorts, and ensures execution of programmatic retention and growth strategies. This is an internal, cross-functional operations role that brings discipline and scalability to retention by maintaining visibility into cohort and segment health trends, analyzing churn patterns and root causes, and ensuring that retention and expansion strategies are being executed with consistency and rigor." That's substantive for About the role. Key Responsibilities list: - Consolidate customer health signals (usage trends, engagement, support incidents, expansion opportunity) from customer success teams to provide the GM with weekly visibility into account and cohort health - Track gross retention rate (GRR) and net retention rate (NRR) by product, segment, and cohort; conduct variance analysis to identify deterioration trends and positive momentum - Identify at-risk account cohorts and customers; work with customer success to develop targeted interventions and track remediation progress - Conduct root-cause analysis on churn trends; identify systemic issues (product, onboarding, support, pricing) and recommend operational or product improvements - Partner with customer success, product, and marketing to design and implement retention and expansion plays (e.g., programmatic outreach, upgrade campaigns, engagement initiatives) - Maintain dashboards that track GRR, NRR, churn cohorts, expansion opportunity, and other key retention metrics; provide predictive forecasts of end-of-period performance - Work with customer success to develop and implement escalation and resolution protocols for at-risk accounts - Provide regular reporting to the GM on retention performance, key drivers, and recommended actions - Deep understanding of the at risk accounts and the plan of attack to maintain each customer and grow GRR. - Identify and work to resolve issues impacting customer retention through process improvement challenges with renewal management and other CS ops related patterns. What Success Looks Like bullet points: - The Director has real-time visibility into GRR and NRR performance by segment and cohort, with clear understanding of primary churn drivers - At-risk cohorts are identified early (at least one quarter in advance), with documented interventions tracked to completion - Churn analysis is conducted systematically for all at-risk accounts; patterns are identified and communicated to product and operations - Retention and expansion plays are tracked against execution and adoption targets - GRR and NRR meet or exceed target, with measurable improvement in efficiency and speed of intervention We can incorporate these as responsibilities or as separate "Success Metrics" but we don't have a heading for that. Could include under Responsibilities as additional items. Required Skills & Experience: - Seven to ten years of experience in customer success operations, retention analytics, or similar role in a high-volume B2B SaaS environment - Deep understanding of SaaS metrics (GRR, NRR, CAC payback, churn drivers, cohort analysis) and ability to identify and investigate performance variances - Demonstrable experience working with programmatic or high-volume customer bases (100 plus accounts or more) - Strong analytical and data visualization skills; comfort with SQL, BI tools, and statistical analysis - Experience designing and tracking retention initiatives or campaigns at scale - Excellent communication skills and ability to distill complex analyses into actionable insights for leadership - Project management mindset: ability to manage multiple retention and expansion initiatives in parallel Core Attributes: - Systematic: Brings structure and process to high-volume environments; thinks in terms of cohorts and patterns, not just individual accounts. - Analytical: Comfortable working with large datasets; good at identifying signal in noise. - Collaborative: Partners well with customer success, product, and marketing; sees retention as a shared responsibility. - Execution-oriented: Focuses on results and impact; isn't satisfied until strategies are tested, tracked, and optimized. Compensation & Benefits: - Base salary: Competitive, based on experience. - Bonus structure: 80 percent base, 20 percent bonus tied to GRR and NRR targets for the Reporting cohort. - Benefits package includes health insurance, 401(k), professional development support, and flexible work arrangements. - The salary range in United States of America for this position is 160,000.00 to 201,000.00 USD Annual. - For sales roles, this range includes the commission target. For non-sales roles, this is a base salary only range; additional bonus eligibility may apply. - Your specific offer within this range will be determined by your skills, experience, and qualifications. - We are committed to pay transparency and fair compensation practices. - If you have questions about our compensation approach, please don't hesitate to ask during the interview process. We should not include the invitation to ask during interview process? That's maybe application instruction? It's about compensation approach, but could be considered part of compensation discussion. Might be okay to keep. However instruction says remove application instructions. This is not exactly application instruction but could be considered part of compensation discussion. Safer to keep the compensation details but maybe drop the sentence about asking during interview process as it's more of a prompt. However it's not boilerplate; it's substantive about compensation approach. I'd keep it. Additional Information: EEO, background checks, etc. Remove. Now we need to output HTML fragment with headings

  and content. We'll structure:

  About the role

  ... (the job description paragraph)

  Responsibilities

  • ... each responsibility
  ...
  We need to include the What Success Looks Like items as responsibilities as well.

  Requirements

  • Seven to ten years of experience in customer success operations, retention analytics, or similar role in a high-volume B2B SaaS environment
  • Deep understanding of SaaS metrics (GRR, NRR, CAC payback, churn drivers, cohort analysis) and ability to identify and investigate performance