Customer Success Manager ensuring long - term customer engagement for Lease a Bike's bike leasing services. Focused on onboarding, training, and support for customers and partners.
About the role
- Customer Success Operations Specialist at Grata optimizing processes for Customer Success team and supporting revenue growth through operational effectiveness.
Responsibilities
- Partner with CS leadership to design and optimize processes across onboarding, renewals, expansions, and customer health management
- Own and administer the CS tech stack (e.g., Vitally)
- Build and maintain reporting for renewal forecasting, churn analysis, customer health scoring, and expansion tracking
- Support renewal and expansion workflows, including pipeline management, risk identification, and cross-functional coordination with Sales and Finance
- Identify operational inefficiencies and implement scalable solutions that improve visibility, productivity, and retention outcomes
Requirements
- 2–3+ years of experience in Customer Success Operations, Revenue Operations, Sales Operations, or a similar analytical role within a SaaS environment
- Strong understanding of SaaS retention metrics (NRR, GRR, churn, renewal forecasting) and customer lifecycle management
- Experience working in Salesforce and a CS platform (Vitally, Planhat, Gainsight, Totango, etc.)
- High analytical rigor with strong Excel/Google Sheets skills
- Strong cross-functional communication skills
Benefits
- health insurance (medical, dental, vision)
- a retirement savings plan
- paid time off
- other employee benefits
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