Director of Customer Success Operations – Reporting

insightsoftware

. Consolidate customer health signals from customer success teams to provide the General Manager with weekly visibility into account and cohort health .

Posted 9/18/2026full-timeRemote • United StatesLead💰 $160,000 - $201,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Expertise in customer success operations and retention analytics, with a strong focus on SaaS metrics such as GRR, NRR, and churn analysis. Proven ability to design and implement effective retention strategies while leveraging data visualization and analytical skills.

Highest-signal resume keywords

Customer Success OperationsRetention AnalyticsSaaS Metrics AnalysisSQL ProficiencyData Visualization

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Retention AnalyticsChurn AnalysisCohort AnalysisVariance AnalysisSQLStatistical AnalysisData VisualizationPredictive ForecastingProgrammatic Customer ManagementRetention Initiative Design

Soft Skills

Excellent CommunicationAnalytical ThinkingProblem SolvingMulti-taskingCollaboration

Tools & Technologies

BI Tools

Industry Keywords

B2B SaaSCustomer RetentionAccount ManagementOperational ImprovementsEscalation Protocols

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Consolidate customer health signals from customer success teams to provide the General Manager with weekly visibility into account and cohort health
Track GRR and NRR by product, segment, and cohort; conduct variance analysis to identify deterioration trends and positive momentum
Identify at-risk account cohorts and customers; develop targeted interventions with customer success and track remediation progress
Conduct root-cause analysis on churn trends and recommend operational or product improvements
Partner with customer success, product, and marketing to design and implement retention and expansion plays
Maintain dashboards tracking GRR, NRR, churn cohorts, expansion opportunity, and other key retention metrics
Provide predictive forecasts of end-of-period performance
Develop and implement escalation and resolution protocols for at-risk accounts
Report regularly to the General Manager on retention performance, key drivers, and recommended actions
Develop plans to maintain customers and grow GRR
Identify and resolve issues impacting customer retention through process improvements related to renewal management and customer success operations

Requirements

What you’ll need

Seven to ten years of experience in customer success operations, retention analytics, or similar role in a high-volume B2B SaaS environment
Deep understanding of SaaS metrics (GRR, NRR, CAC payback, churn drivers, cohort analysis) and ability to identify and investigate performance variances
Demonstrable experience working with programmatic or high-volume customer bases (100 plus accounts or more)
Strong analytical and data visualization skills
Comfort with SQL, BI tools, and statistical analysis
Experience designing and tracking retention initiatives or campaigns at scale
Excellent communication skills and ability to distill complex analyses into actionable insights for leadership
Ability to manage multiple retention and expansion initiatives in parallel
Background checks are required for employment with insightsoftware, where permitted by country, state/province

Benefits

Comp & perks

Bonus structure: 20 percent bonus tied to GRR and NRR targets for the Reporting cohort
Health insurance
401(k)
Professional development support
Flexible work arrangements