Senior Manager, CSO Strategy & Operations
Skills
- Deep experience in CSO/Revenue/Customer Lifecycle strategy and operations
- Renewal forecasting, retention analysis, and health scoring expertise
- Hands-on experience with Salesforce and Zendesk (SFDC Service Cloud experience required)
- Proficiency with BI tools (Looker/Tableau) and Excel; SQL experience is a plus
- Change management and cross-functional program leadership
- Comfort leveraging automation and AI for scale and analytics
- Strong executive communication and stakeholder influence
Responsibilities
- Design and optimize customer lifecycle journeys, engagement models, and team structures to maximize retention and value delivery.
- Operationalize onboarding, adoption, renewal, and intervention playbooks and health scoring frameworks to reduce churn and improve NRR.
- Develop and execute installed-base expansion and cross-sell strategies with clear plays, triggers, routing, and ROI tracking.
- Create dashboards and recurring insights across retention, expansion, onboarding throughput, and customer health to inform leadership and forecasting.
- Define CS/Support productivity metrics and support headcount planning, capacity modeling, and performance reviews.
- Streamline workflows and lead tooling rollouts and automation across Salesforce, Zendesk, Forethought, and RevTech integrations.
- Lead cross-functional planning cadence (QBRs, forecast reviews) and provide executive-ready insights on customer trends and CSO effectiveness.
Education
- Bachelor’s degree in business, analytics, or related field or equivalent experience
- Advanced degree (MBA or Master’s) preferred but not required
Benefits
- Competitive health, dental, and vision benefits and wellness programs
- Company retreats and team-building activities
- Total Rewards philosophy with flexible perks (see company Total Rewards)
- Inclusive, diverse workplace with reasonable accommodations for candidates and employees
Average salary estimate
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