CS Strategy & Operations Lead

Live Ramp is the data collaboration platform of choice for the world’s most innovative companies. A groundbreaking leader in consumer privacy, data ethics, and foundational identity, Live Ramp is setting the new standard for building a connected customer view with unmatched clarity and context while protecting precious brand and consumer trust. Live Ramp offers complete flexibility to collaborate wherever data lives to support the widest range of data collaboration use cases—within organizations, between brands, and across its premier global network of top-quality partners.

Hundreds of global innovators, from iconic consumer brands and tech giants to banks, retailers, and healthcare leaders, turn to Live Ramp to build enduring brand and business value by deepening customer engagement and loyalty, activating new partnerships, and maximizing the value of their first‑party data while staying on the forefront of rapidly evolving compliance and privacy requirements.

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—and 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.

• 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.

• 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.

• 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 can 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; use 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.

• 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.

• 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…