Remote opportunity at
insightsoftwareDirector of Customer Success Operations - Reporting
This remote, full-time senior operations role sits within the Reporting business unit of insightsoftware, which builds reporting and analytics software for finance and data teams. The…
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About This Role
This remote, full-time senior operations role sits within the Reporting business unit of insightsoftware, which builds reporting and analytics software for finance and data teams. The listing title is Director of Customer Success Operations - Reporting, while the posting body describes the position as Director of Retention Operations. The director reports to the General Manager and is accountable for GRR and NRR, the gross and net retention measures, across a…
Job Description
This remote, full-time senior operations role sits within the Reporting business unit of insightsoftware, which builds reporting and analytics software for finance and data teams. The listing title is Director of Customer Success Operations - Reporting, while the posting body describes the position as Director of Retention Operations.
The director reports to the General Manager and is accountable for GRR and NRR, the gross and net retention measures, across a large, high-volume customer base. The job gathers customer health signals from customer success teams, flags churn risk and expansion potential by cohort, and makes sure retention and growth plans are carried out consistently. The position is internal and works across several functions, so it suits someone who thinks in cohorts and patterns rather than individual accounts, and who can turn detailed analysis into recommendations leaders can act on.
Day to day, the work centers on dashboards for retention and churn metrics, projections for how each period will close, variance analysis, and root-cause reviews of churn. The posting describes success as real-time visibility into retention by segment and cohort, churn-risk groups spotted a full quarter early, documented interventions tracked to completion, and GRR and NRR meeting or exceeding target.
Responsibilities
- Combine customer health signals, such as usage trends, engagement, support incidents and expansion opportunities, into weekly views for the General Manager
- Monitor GRR and NRR broken down by product, segment and cohort, and investigate variances that signal decline or improvement
- Identify at-risk cohorts and accounts, then work with customer success on targeted interventions and their follow-through
- Analyze churn root causes across product, onboarding, support and pricing, and recommend fixes
- Coordinate retention and expansion campaigns with peers in customer success, product and marketing
- Build and maintain dashboards and produce predictive end-of-period forecasts
- Help shape how at-risk accounts are escalated and resolved
- Give leadership regular updates on retention results, what drives them, and suggested next steps
- Improve renewal management and other customer success operations processes
Requirements
- Seven to ten years in customer success operations or retention analytics, or a comparable role at a B2B software company with many customers
- Working knowledge of SaaS measures such as GRR, NRR, CAC payback period, churn causes and cohort analysis
- Practical experience handling 100 or more accounts at a time in a high-volume customer base
- Analytical skill with data visualization, plus working knowledge of SQL, BI platforms and statistical methods
- Experience designing and tracking retention or campaign initiatives at scale
- Clear communication that turns complex analysis into actionable guidance for leadership
- Able to run multiple retention and expansion projects at the same time
Qualifications
- The posting describes the ideal candidate as systematic, analytical, collaborative and execution-oriented
- Comfort working with large datasets and picking out meaningful signal from noise
Core Skills
Benefits
- Health insurance
- 401(k) retirement plan
- Professional development support
- Flexible work arrangements
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is the role remote?
The listing marks this position as remote. The posting does not name a specific office.
How much experience does the role require?
The posting asks for seven to ten years in customer success operations or retention analytics, or a comparable role at a B2B software company with many customers.
What is the pay?
The posting gives a base salary range of 160,000 to 201,000 USD per year for roles in the United States. The bonus is structured as 80 percent base and 20 percent variable, depending on gross and net retention goals.
Who does the role report to?
The director reports to the General Manager of the Reporting business unit.
How do I apply?
The posting does not describe an application process.
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