Senior Revenue Operations Manager

Responsibilities

• This is a strategic leadership role focused on the “Keep and Grow” side of the business. You will own the data models, system architecture, and AI-driven insights that empower our Customer Success (CS), Professional Services, and Support teams. Your mission is to turn customer data into a predictive engine that minimizes churn and maximizes expansion revenue.
• Build AI models to identify “At‑Risk” customers using usage, support, and engagement data.
• Develop models to find cross‑sell/upsell opportunities in existing accounts.
• Architect Health Score 2.0 with clean data to power automated CS playbooks.
• Analyze Services impact on retention; define required “Attach Rate” for success.
• Streamline renewals; build automated forecasting for renewals and contraction risks.
• Own Retention Dashboard with real‑time NRR and GRR metrics.
• Key Collaborators:
• Head of Customer Success – align on retention targets and health score definitions
• Head of Professional Services – optimize services delivery and impact data
• Finance – ensure retention and expansion data matches the financial “Source of Truth.”
• Commercial leadership – GTMO
• Product Team – bridge the gap between “Feature Usage” and “Customer Value.”

• Have a direct impact on product and culture
• Flexible work and unlimited vacation policy, virtual company events and happy hours
• Commuter benefits, a work‑from‑home stipend, fitness subsidies
• Healthcare, Dental, Vision, Short‑term Disability, Long‑term Disability, Health Reimbursement Account (HRA)
• Parental Leave, 401K & Life Insurance
• Parents@Tulip, Hey Lady, Allies@Tulip and more

Proven ability to drive system changes—specifically around Customer Health Scores, Churn Reason coding, and Renewal Management workflows in Salesforce or Planhat. Deep experience with Sigma, Tableau, or Power BI. Experience evaluating or deploying AI for post‑sales, such as predictive churn modeling, NPS sentiment analysis, or AI‑driven “Next Best Action” for CSMs. Experience leading LTV/CAC analysis, Renewal pricing strategy, and Services margin optimization.

Bachelor degree in relevant field required. MBA preferred.

Advanced Modeling:
Expert‑level SQL and Excel/Sheets. Experience joining product usage data with CRM data. 8‑10+ years in CS Ops, Rev Ops, or Strategic Analytics within a B2B SaaS environment (Usage‑based or Composable software experience is a plus). Advanced Salesforce knowledge; experience with CS‑specific tools (Planhat specifically) is a plus.

You are a “Customer Data Architect” who understands that the real work begins after the initial sale. You possess a “systems‑first” mindset, naturally obsessed with creating scalable structures and clean data schemas that allow for advanced AI modeling. You are deeply curious about how AI can be leveraged for sentiment analysis, automated health scoring, and identifying “white space” opportunities for upselling within our existing global accounts.

As a master communicator, you can translate complex retention analytics or “Gross Revenue Retention” (GRR) trends into clear, executive‑level narratives. You thrive on untangling complex usage data to find the “signals” of a healthy (or at‑risk) customer.