About the Role- We're looking for a BizOps Functional Ops Manager to lead Multiplier's customer health and retention engine. This role isn't just about reporting numbers; it's about connecting insights > actions and segmentation strategies that ensure our global customer base thrives and grows.
- You'll be the bridge between Revenue Operations, Finance, GTM Data & Analytics, Product, and Customer Success-bringing together retention forecasting, churn prevention actioning, capacity modeling, and health scoring to maximize Net Revenue Retention (NRR) and operational efficiency.
What You'll DoBuild Weekly Retention Forecasting Motion Own the end-to-end retention forecasting models (CSM-led + Data Science-led) to create a CCO Retention 'call' for weekly Forecasting cadence. You will move the company from reactive reporting to proactive, high-accuracy predictability regarding renewals, upsells, and churn.Lead Insights > Actions Go beyond the dashboard. You will build CLM performance reporting and translate into clear, actionable strategies for the Customer Success and post-Sales teams. You'll identify why customers/cohorts are at risk and mobilize cross-functional owners accordingly.
Compensation & Incentive DesignOwn target setting and compensation design for the Customer Success organization to align CSM behavior with NRR goals. Beyond setting targets, you will build the "Single Source of Truth" for performance reporting-developing dashboard(s) that track team attainment and correlate CSM activity to long-term revenue durability.
Lead Capacity & Resource ModelingBuild the data-driven capacity planning for our Success team to maximize customer experience and NRR. You'll determine when and where to hire based on segmentation strategy (customer ratios, complexity, and projected growth) to ensure a seamless customer experience.
Iterate on Customer Health FrameworkAssess current impact of "Customer Health Score" and iterate on v.2 to drive improved impact. You'll integrate product usage data, support ticket trends, and payment behavior to identify predictive churn risks before they happen.
What You'll Bring- 7-10+ years of experience in BizOps, Revenue Operations, or Management Consulting, specifically within a high-growth B2B SaaS environment.
- Deep Analytical Rigor: You are an expert at building complex models (Excel/SQL/Tableau) that translate raw data into actionable retention strategies.
- Churn Analytics: Proven track record of building predictive "Early Warning Systems" and health frameworks that directly impacted NRR.
- Strategic Capacity Planning: Experience modeling headcount and resource needs against aggressive scaling targets.
- Tech Stack Fluency: Familiarity with Salesforce, Gainsight (or similar CSPs), and data visualization tools.
- Stakeholder Mastery: The ability to tell a story with data that aligns Revenue Operations, Finance, and Customer Success toward a unified goal.
What We Offer- Strategic Influence: Direct impact on Multiplier's most critical metric: Net Revenue Retention.
- High Visibility: A seat at the table for high-stakes planning cycles and GTM strategy sessions.
- Autonomy to Build: The freedom to design BizOps processes from the ground up in a well-funded, fast-moving startup.
- Mission-Driven Growth: Competitive compensation and the chance to shape the future of global work.
