SaaS Operations Strategist For Customer Retention

hace 2 días


Valencia, Valencia, España Taxdome A tiempo completo
About the Company

TaxDome is a leading practice management platform for accounting firms in the US, having experienced over 100X growth in the last five years and serving tens of thousands of businesses globally with millions of end-clients.

Our company uses technology to solve business problems for accounting firms. We are not accountants but rather a US-based SAAS firm targeting the accounting industry.

We have a distributed team of over 300 people across 40 countries, built on the principle of self-management. Our team has access to management, working closely with the Chief Revenue Officer (CRO) and the sales team in a collaborative environment.

About the Role

The ideal candidate will be responsible for managing several platforms to ensure efficient setup and provide insightful reporting to drive decision-making and strategic planning.

  • Develop and implement strategies to track and increase Annual Recurring Revenue (ARR), Expansion Revenue, and Lifetime Value (LTV) while decreasing churn rates together with team leads.
  • Collaborate with the Customer Success teams to identify upsell and cross-sell opportunities, ensuring a seamless customer experience.
  • Assist Customer Relations teams with managing data, preparing reports, tracking success of various initiatives, and capacity planning.
  • Mastery of functionality and application of tools used to enhance customer support and account management operations.
  • Owning a tech stack and being hands-on when it comes to integrating new tools.
  • Conducting in-depth analysis of customer data to identify trends, opportunities, and areas for improvement.
  • Generating regular reports on key metrics and insights related to revenue operations, customer health, and team performance to provide insights to the team.
  • Leading the development and implementation of process improvements to streamline operations and enhance efficiency across teams.
  • Owning and managing the tech stack for Customer Success teams, integrating new tools, and optimizing existing ones to enhance customer operations.
  • Leading the hands-on implementation of systems and tools that improve customer support and account management workflows.
  • Facilitating knowledge sharing across teams, ensuring learning and collaboration are not siloed.
  • Aligning understanding on how to measure success of different activities through the CR department.

This role is an excellent opportunity for those looking to join a market leader within the Software / SaaS industry. With a competitive salary package, you will have the chance to work remotely with flexible working hours in the EST time zone. Professional development and growth opportunities are also available.



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