The opportunity
Our Customer Success Managers and Renewals Specialists do their best work when the plan, data, and rhythm behind them are solid. This role builds and runs all three.
What you'll do
Maintain headcount and capacity models, and keep them current as hiring,: attrition, and book growth change the picture.
Support account assignment and territory planning for CS leadership: model options, run quarterly rebalancing, and carry out reassignments when someone leaves or a customer's needs change.
Keep assignment data clean and consistent across Salesforce, Gainsight, and: reporting, so what the field sees matches what leadership sees.
Flag where coverage doesn't match customer value or risk, and recommend how to fix it.
Build and run the data behind weekly, monthly, and quarterly business reviews: (QBR/MBR), delivering inputs on time and with a clear point of view.
Own renewal ops reporting: upcoming renewals, renewal status and activity, at-risk accounts, and retention outcomes. Forecast and pipeline are owned elsewhere; you'll use the same definitions.
What they're looking for
- years in Customer Success Ops, Sales/Revenue Ops, FP&A, or an analytics role: supporting a go-to-market team, ideally at a SaaS company.
- Strong SQL and comfort in Tableau or a similar BI tool.
- Salesforce and Gainsight experience
- Advanced spreadsheet skills. You can build a capacity model that someone else can pick up and trust.
- Experience with territory design, account assignment, or capacity planning is a big plus.
- You explain data clearly to people who don't live in it, and you can tell a: CSM, a director, and a VP what a number means for them.
- You're careful with details and still move fast. Reporting that's late or wrong doesn't help anyone.
- You're curious about why the number moved, not just what it is.
