CS Operations Lead – Forecasting & Reporting

We are seeking a highly analytical Operations Lead to own forecasting, performance management, and operational reporting for the Asia and Emerging Markets (AEM) Customer Success function.

Requirements

• Retention & Expansion Forecasting: Build and maintain rolling forecasting models for retention and expansion ARR/ACV;
• CS Performance Metrics: Define, track, and report on Customer Success Manager and team-level KPIs;
• Operational Reporting Cadence: Own the end-to-end reporting calendar;
• Dashboard Development: Design and maintain executive and operational dashboards;
• Incentive & Quota Support: Partner with Finance and CS leadership;
• Forecast Process Improvement: Continuously refine forecasting methodology;
• Business Review Support: Prepare data packages and analytical summaries;
• Operational Insights: Proactively surface performance trends, anomalies, and opportunities;
• 8–12 years of experience in CS Operations, Revenue Operations, FP&A, or a related analytics function;
• Demonstrated expertise in building retention and revenue forecasting models;
• Advanced proficiency in Salesforce and Gainsight for reporting and workflow management;
• Expert-level proficiency in Microsoft Excel or Google Sheets;
• Hands-on experience with BI tools for developing scalable reporting infrastructure;
• Working knowledge of SQL for custom data extraction and report automation;
• Strong business acumen and ability to connect operational metrics to revenue outcomes;
• Excellent communication and data storytelling skills;
• Highly organized with demonstrated ability to manage competing priorities;
• Experience building automated reporting pipelines using Python, R, or workflow automation tools;
• Background in Financial Planning & Analysis (FP&A), particularly in SaaS metrics and subscription revenue modelling;
• Familiarity with Customer Success compensation structures and quota-setting methodologies;
• Experience with AI-assisted forecasting or anomaly detection tools;
• Prior experience in a global or multi-regional SaaS organization;
• Demonstrated ability to influence cross-functional stakeholders through data-led communication;
• Certifications in data analysis, visualization, or other relevant fields;

Benefits

• Flexible vacation
• Two company-wide Mental Health Days off
• Access to the Headspace app
• Retirement savings
• Tuition reimbursement
• Employee incentive programs
• Resources for mental, physical, and financial wellbeing

Tagged as: Forecasting