CS Operations Lead – Retention & Renewal Analytics

We are seeking a data-driven CS Operations professional to lead retention and renewal operations and analytics within the Asia and Emerging Markets (AEM) Customer Success Operations team. In this role, you will own the operational and analytical frameworks that underpin renewal forecasting, churn risk identification, and revenue retention operations strategy. Reporting to the Director of CS Operations, you will serve as the analytical backbone for Customer Success Managers and leadership — including VP of Customer Success and CS Directors — translating complex customer data into clear, actionable intelligence that drives measurable retention outcomes. About the Role: In this opportunity as a CS Operations Lead – Retention & Renewal Analytics, you will: Renewal Pipeline Analytics: Own end-to-end analytics for the renewal pipeline — track renewal rates, ARR/ACV at risk, and on-time renewal performance across segments and regions; publish CS key metrics regularly. Churn & Contraction Modelling: Build and maintain predictive models to identify churn risk signals, contraction patterns, and at-risk cohorts; deliver proactive alerts to CS leadership and account teams. Retention Performance Reporting: Design and manage recurring retention dashboards and scorecards (weekly, monthly, QBR-level) surfacing retention metrics, win-back trends, and save-play effectiveness; leverage AI and automation tools to develop a programmatic approach for retention operations reporting. Root Cause Analysis: Lead post-churn or cancellation root cause analysis to identify systemic patterns; synthesise findings into actionable recommendations for Product, CS, and Commercial teams. Renewal Process Optimisation: Partner with CS and Finance to refine renewal workflows, escalation triggers, and SLA frameworks within tools like Gainsight and Salesforce. Executive Storytelling: Translate analytical findings into crisp executive narratives, supporting QBRs, exec-level reporting, and business reviews. Cross-Functional Collaboration: Work closely with Sales Ops, Finance, and Product to align retention KPIs with broader go-to-market objectives. About You You’re a fit for the role if your background includes: 8–12 years of experience in Customer Success Operations, Revenue Operations, or a similar analytically focused role within a SaaS or subscription-based business. Proven expertise in renewal and retention operations and analytics, including Gross Retention Rate (GRR), Net Retention Rate (NRR), churn rate, logo retention, and ARR/ACV metrics. Advanced proficiency in Salesforce (SFDC) and Customer Success platforms such as Gainsight including experience building reports, dashboards, and customer lifecycle journeys. Expert-level proficiency in Microsoft Excel, including financial and data modelling, scenario analysis, and cohort/funnel analysis. Hands-on experience with BI tools (Tableau, Power BI, or equivalent) for self-service dashboard development and executive reporting. Working knowledge of SQL or Python for data extraction and analysis; comfort with large datasets and data validation. Strong statistical aptitude — comfortable with cohort analysis, funnel analysis, and basic predictive modelling techniques. Excellent written and verbal communication skills in English; ability to present data-driven narratives clearly and concisely to senior stakeholders. High attention to detail with the ability to manage multiple workstreams simultaneously in a fast-paced environment. Familiarity with machine learning or propensity modelling frameworks applied to churn prediction (e.g., logistic regression, gradient boosting). Background in revenue accounting or finance, particularly for ARR reconciliation and SaaS metrics reporting. Exposure to Customer Success platforms such as Gainsight, Totango, ChurnZero, Planhat, or similar tools. Experience supporting or leading digital Customer Success or tech-touch retention programmes at scale. Hands-on expe ... (truncated, view full listing at source)