Director of Customer Success Operations - Reporting

We are seeking a Director of Customer Success Operations – Reporting to join a leading information technology company. This remote, US‑based role will lead customer success reporting and retention operations, focusing on executive visibility, cohort analysis, and performance trends. You will partner with customer success and cross‑functional teams to identify risks, strengthen retention strategies, and improve forecasting in a high‑volume SaaS environment, turning health data into clear insights for leadership.

Location

Remote – US‑based candidates only; no visa sponsorship available.

Compensation

$160,000 – $201,000 annually.

Responsibilities

• Consolidate customer health data for executive reporting.
• Analyze Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) trends across segments.
• Identify and intervene with at‑risk customer cohorts.
• Conduct systematic churn analysis and propose improvements.
• Collaborate with teams to create retention strategies.
• Maintain dashboards for retention metrics and forecasts.
• Report on retention performance and strategy efficacy.

Qualifications

• 7–10 years in customer success operations with a SaaS focus.
• Strong grasp of SaaS metrics, including GRR and NRR.
• Experience managing 100+ accounts in high‑volume settings.
• Proficient in SQL and BI tools for data visualization.
• Skilled in designing large‑scale retention initiatives.
• Clear communicator, able to translate data insights for leaders.
• Project management capabilities to handle multiple initiatives.

Benefits

• Comprehensive health insurance coverage.
• 401(k) retirement savings plan.
• Support for professional development.
• Flexible work arrangements.