CS Strategy & Operations Lead

Customer Strategy & Operations Role

Join Live Ramp's Customer Strategy & Operations team to build the usage and renewal operations program from the ground up. You'll own the metrics, programs, and operating rhythms that define how we measure customer health, product usage, and retention — then translate those signals into early risk detection and leadership-ready insight.

This is a hybrid, 2 days a week in-office position in our San Francisco, New York City, or Seattle offices.

Measurement & Customer Health

• Own metrics, definitions, and reporting on consumption, utilization against commitment, contracted-usage drawdown, and usage trends across the Commercial business.
• Build early-warning alerts for anomalous usage drops, over-utilization, and stalled adoption so teams act before issues become renewal problems
• Lead and evolve the customer health framework:
  Customer Health Scorecard, NPS, and leading indicators

Renewal & Contraction

• Own the forecasting cadence for renewals and contraction, including the logic behind account bucketing by ACV, complexity, and reason code as account profiles evolve
• Define the triggers that prompt CSM intervention when usage stalls or contract utilization slows, and partner cross-functionally to operationalize the right response plays
• Lead contraction analysis to uncover what's driving downsell and non-renewal, and quantify the business impact in clear dollar terms

Insight & Cadence

• Own the CS renewal and contraction forecast and the leadership reporting cadence — the source of truth that CSMs, CS leadership, and executives use to manage the book. Translate data into insight: what's happening, why it matters, what to do
• Brief CS & CX Executive Teams on where to focus — coverage, renewal priorities, segments, exposed ACV — and surface adoption, friction, and value signals to Product and GTM so they make better roadmap, packaging, and coverage calls
• Partner with frontline CSMs to make the numbers actionable and with Data Engineering on customer and usage data flows into CS tooling; us AI & automation tools to scale reporting, deepen analysis, and improve operating leverage

• 4–7 years in Revenue or Customer Success strategy, revenue operations, commercial analytics, or management consulting in SaaS or data-driven enterprise software; adtech/martech preferred
• Direct experience with consumption-, usage-based, or credit-drawdown pricing and usage analytics

Domain & Analytical Skills

• Solid grasp of retention economics: NRR/GRR, renewal forecasting, and contraction drivers
• Track record of building or materially improving CS systems (health scoring, renewals forecasting, contraction analysis) with measurable impact
• Fluent in Excel, Salesforce, and Tableau, with SQL or Python for large datasets; able to run complex analysis and distill it to the "so what" and an impactful business insight
• Comfortable using AI tools (e.g., Claude, Gemini, Glean) to accelerate analysis, automate manual reporting, and scale your own output.

How You Work

• You build the thing nobody asked you to — a cleaner report, a scrappy model, a quick automation — because it was needed, or just because you were curious enough to learn how
• You can take a number and turn it into a "so what" that changes a decision, and you'd rather have your logic questioned hard than nodded along to
• You flag a gap instead of smoothing over it; you don't fabricate an estimate to keep a slide clean
• You're comfortable when the data is messy and the ground is moving, and you can make a metric click for a CSM and for an exec alike
• Collaborative, low-ego, biased to action, and eager to experiment with new tools

The approximate annual base compensation range is $132,000 to $170,500. The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including the applicant's experience, knowledge, skills, and abilities, geography, as well as internal equity among our team.

• People:
  Work with talented, collaborative, and friendly people who love what they do.
• Fun:
  We host in-person and virtual events such as game nights, happy hours, camping trips, and sports leagues.
• Work/Life…