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. This role is central to how CS leadership tracks, interprets, and acts on performance data. You will build the forecasting infrastructure, manage the CS reporting cadence, and develop frameworks for evaluating Customer Success Manager and team-level performance — enabling data-driven decisions at every level of the organization. About the Role: In this opportunity as a CS Operations Lead – Forecasting & Reporting, you will be responsible for: Retention & Expansion Forecasting: Build and maintain rolling forecasting models for retention and expansion ARR/ACV; integrate pipeline signals, customer health data, and historical trends to improve forecast accuracy. CS Performance Metrics: Define, track, and report on Customer Success Manager and team-level KPIs including QBR completion rates, engagement activity, time-to-value, NPS, and expansion conversion rates. Operational Reporting Cadence: Own the end-to-end reporting calendar — deliver bi-weekly, monthly, and quarterly performance packs to CS leadership with clear variance analysis and actionable commentary. Dashboard Development: Design and maintain executive and operational dashboards in Gainsight, Salesforce, and BI platforms; ensure data is accurate, timely, and actionable. Incentive & Quota Support: Partner with Finance and CS leadership to model Customer Success Manager quota structures, commission calculations, and performance-linked incentive programmes. Forecast Process Improvement: Continuously refine forecasting methodology — conduct retrospective accuracy reviews and implement model improvements based on actuals-vs-forecast outcomes. Business Review Support: Prepare data packages and analytical summaries for QBRs, executive operating reviews, and board-level CS reporting. Operational Insights: Proactively surface performance trends, anomalies, and opportunities — connecting data patterns to strategic CS priorities. About You You’re a fit for the role if your background includes: 8–12 years of experience in CS Operations, Revenue Operations, FP&A, or a related analytics function within a SaaS or subscription-based organization. Demonstrated expertise in building retention and revenue forecasting models; strong understanding of ARR mechanics, NRR, and cohort-based forecasting. Advanced proficiency in Salesforce (SFDC) and Gainsight for reporting, operational workflow management, and Customer Success Manager performance tracking. Expert-level proficiency in Microsoft Excel or Google Sheets, including financial modelling, pivot analysis, and dynamic dashboard creation. Hands-on experience with BI tools (Tableau, Power BI, Looker, or equivalent) for developing scalable, self-service reporting infrastructure. Working knowledge of SQL for custom data extraction, report automation, and data validation across CRM and CS platforms. Strong business acumen with the ability to connect operational metrics to revenue outcomes and customer success performance. Excellent communication and data storytelling skills; proven ability to present complex analyses clearly and confidently to senior leadership. Highly organized with demonstrated ability to manage competing priorities and meet tight reporting deadlines in a fast-paced environment. Experience building automated reporting pipelines using Python, R, or workflow automation tools Background in Financial Planning & Analysis (FP&A), particularly in SaaS metrics, subscription revenue modelling, and annual operating plan (AOP) cycles. Familiarity with Customer Success compensation structures and quota-setting methodologies in a B2B SaaS context. Experience with AI-assisted forecasting or anomaly detection tools integrated within CS or Revenue Operations workflows. Prior experience in a global or multi-regional SaaS organizati ... (truncated, view full listing at source)