Revenue Operations Manager, Customer Success

Nerdio is a company focused on simplifying IT professionals' lives and maximizing their Microsoft cloud investments. They are seeking a Revenue Operations Manager to enhance their Customer Success organization by providing analytics and insights that drive customer retention and growth.

Responsibilities:

• Ensure CS leaders have the processes and data they need to act proactively rather than reactively
• Partner with Customer Success leadership to define and refine the customer journey, identifying friction points and building scalable processes that improve time-to-value, engagement, and retention
• Design and implement customer health scoring models that combine product usage, engagement signals, support activity, and financial data to give the CS team a clear, prioritized view of their book of business
• Monitor and analyze the full post-sale funnel, from onboarding completion to renewal and net revenue retention, to give leadership a clear picture of what's working and what isn't
• Track and report on key CS metrics including gross and net retention, expansion revenue, churn drivers, time-to-value, and customer health trends, surfacing opportunities to improve outcomes
• Partner with others in Revenue Operations and Finance to align on KPIs and ensure CS data flows cleanly into company-wide reporting and forecasting
• Build and own the renewal and expansion forecasting framework, giving leadership accurate, data-driven visibility into upcoming revenue events and risk
• Own key parts of the annual planning process, from headcount and capacity needs across the CS org to driving analyses to support the setting of the renewals and expansion revenue targets
• Design, build, and maintain core Customer Success dashboards in Salesforce and Power BI that automate recurring reporting, reduce manual effort across the team, enhance visibility into performance, and drive action
• Build ad hoc analyses and dashboards in excel, with an effort to create into automated reporting when necessary
• Establish a single source of truth for CS performance metrics by working with central teams to connect data across different tools and key systems
• Ensure stakeholders have timely, accurate, and self-serve access to the metrics that matter most
• Own the CS tech stack configuration and optimization within Salesforce and related tools, ensuring flows, automation, and data capture support the team's evolving needs
• Champion a data-first mindset within the CS organization by making analytics accessible and actionable for non-technical stakeholders
• Create documentation, training, and self-serve resources so CS leaders and CAMs can answer their own questions with confidence
• Establish best practices for data governance, naming conventions, and metric definitions to ensure consistency across the post-sale organization

Requirements:

• 7+ years of experience in revenue operations, customer success operations, or a related data role, ideally in a B2B SaaS environment
• Hands-on proficiency with Salesforce (CRM data, account/opportunity objects, renewal workflows)
• Excellent proficiency in excel
• Deep understanding of post-sale metrics and motions - net revenue retention, churn analysis, health scoring, renewal forecasting, and expansion pipeline management
• Experience designing and operationalizing customer health scores and early-warning frameworks
• Experience collaborating cross functionally with Finance, HR, and Sales to align on data definitions and shared reporting infrastructure
• Strong business acumen and understanding of B2B SaaS customer lifecycle dynamics with the ability to connect CS data to business outcomes
• Excellent communication skills with a track record of translating complex analysis into clear recommendations for senior stakeholders
• Self-starter mentality with the ability to work autonomously, manage multiple projects and prioritize in a fast-moving environment
• Experience with Planhat or similar Customer Success platforms
• Experience at a high-growth SaaS company or in the Microsoft ecosystem (Azure, AVD, Intune)
• Hands on experience with leveraging AI tooling like Claude, Gemini, or ChatGPT to improve productivity and time to market with outputs
• Experience with snowflake (data warehousing, querying), and Power BI (dashboard development, DAX, data modeling) a plus