Snr. Analyst, Revenue Operations (Customer Management) (Remote)

Design and implement automation for SMB/Tech Touch motions, reducing manual rep effort on low-touch segments.

Build and maintain standardized CSM/RS playbooks — defining the plays, the triggers, and the systems that surface them in-workflow.

Partner with CS Enablement to translate process changes into training, documentation, and adoption tracking.

Identify time drains through rep shadowing and system analysis; prioritize an automation backlog with measurable hours-saved impact.

Apply AI and agentic tooling wherever it can compress manual work- this team assumes AI-first.

GTM Readiness & Product-to-Market

Serve as Post-Sales RevOps lead for product launch readiness across SAT A/F upgrades, SAT platform migration, ARM, RTC, and PLG motions.

Build the launch readiness checklist and operating cadence: system configuration, entitlement changes, pricing/packaging setup, playbook updates, rep training, and support documentation.

Coordinate cross-functionally with Product, Product Marketing, Enablement, Support, and Sales Ops to make sure post-sales is ready on day one, not week six.

Own post-launch adoption and consumption tracking, feeding findings back into the playbook and enablement loop.

Manage migration operations for platform transitions — customer segmentation, sequencing, rep tooling, and exception handling.

Analytics, Systems & Process

Build and maintain dashboards and recurring reports on retention, gross/net revenue retention, churn, adoption, and CSM productivity.

Perform ad hoc analysis on cohort behavior, expansion drivers, and churn root cause.

Own day-to-day administration and configuration of the CS tech stack (Gainsight or equivalent, Salesforce CS objects, Zendesk).

Maintain and iterate on customer health scoring — definitions, thresholds, and the data feeding them.