SpotDraft - Customer Success Operations Lead

About SpotDraft:

SpotDraft is on a mission to help legal and business teams move faster, together. Our AI-powered contracting platform is redefining how companies manage contracts and our story deserves to be told in creative, human, and memorable ways.

As a Customer Success Operations Lead, you will empower the Customer Success team by providing actionable intelligence, improving process efficiency, and owning critical operations that drive customer retention, expansion, and satisfaction. You will work closely with post-sales leadership and the broader Revenue Operations team to build scalable processes, monitor key performance metrics, and optimize the full customer lifecycle.

Top Outcomes:

Post-Sales Metrics & Forecasting:

- Own CS forecasting and performance reporting at rep, lead, region, and organizational levels. Run weekly cadences with CS teams to measure and validate the renewal and expansion pipeline.

- Drive CS forecasting (renewals, upsell, contraction, churn) on a monthly and quarterly basis and maintain the books of business. Partner with the team to keep the CRM and other tools updated for hygiene and reporting.

- Classify and maintain a structured log of churn accounts with root cause for leadership reporting.

- Maintain the renewal calendar with tracking across the full renewal cycle including multi-year, co-term, auto-renewal, and early-renewal scenarios ensuring no renewal falls outside the managed motion.

Process Optimization:

- Refine and enforce the CS playbook across different client tiers.

- Optimise the Sales <> Customer Success handover and coordination.

- Enable better customer engagement and deal acceleration through regular forecast reviews across all CS motions (renewals, expansions, etc.).

- Run quarterly NPS surveys for CS and track CSAT, deriving actionable insights from both.

- Drive workflow re-engineering and process automation initiatives across the customer journey (book-to-cash cycle).

Data Management & Reporting:

- Own data hygiene, administration, improvement, and change management for the CS toolstack as a continuous operation, so that data flow across departments is reliable and actionable.

- Build and maintain reports and dashboards that synthesize complex data into clear, actionable insights at rep, lead, and head level.

- Provide intelligence and ad-hoc operational support needed by the CS team to consistently deliver against timelines/SLAs and renewal/expansion targets.

- Build and maintain a health-scoring framework within the CS platform, incorporating product usage signals, support ticket patterns, and engagement data to enable proactive customer management.

- Support quarterly and annual business reviews for CS leadership, including performance trends, cohort-level retention analysis, and fiscal year-end summaries for company leadership.

- Support any other ad-hoc data analysis requests across CS operations.

Performance Management:

- Own the design and administration of variable compensation structures for the CS team at all levels, in alignment with goals set by leadership; own the calculation, automation, and exception-handling of quarterly payouts.

- Automate/templatize variable payout and incentive calculations quarter on quarter, and resolve any objections to calculations prior to payouts.

Deal / Commercial Review:

- Streamline commercial processes for faster revenue bookings and realization for the CS team.

- Review commercial proposals (change-management, add-on features, integrations, etc.), check adherence to internal product packaging and price points, suggest necessary changes, and provide timely approval hands-on understanding of any CPQ tool is a plus.

Systems Administration:

- Own administration, access management, and configuration of the post-sales toolstack, including the CS platform (Hook/Planhat, etc.) and CRM modules relevant to post-sales workflows.

- Maintain and improve integration pipelines between tools ensuring the CRM and CS platform remain in sync with minimal manual intervention.

- Lead change management and onboarding for any new tools or process changes introduced within the CS function, including documentation and team communication.

Enablement & Training:

- Support new and continuous enablement programs to improve CS team productivity and cross-team collaboration, with a specific focus on tool/techstack Skills:

- 5-8 years of Sales Operations / Customer Success Operations experience, ideally in a fast-paced B2B SaaS environment (startup experience preferred).

- Familiarity with retention metrics and frameworks - GRR, NRR, logo churn, expansion ARR and the ability to build reporting around them from raw CRM or CS platform data.

- Experience supporting or building QBR and executive-level reporting decks, translating operational data into a clean business narrative.

- Strong communication skills: written, verbal, and presentation.

- Hands-on experience with:

1. CRM systems like Salesforce, HubSpot, etc.

2. CS platforms like Planhat, Gainsight, ChurnZero, etc.

- Proficiency with:

1. Microsoft Office Suite (Excel, Word, PowerPoint) & Google Suite.

2. Data analysis tools: Advanced Excel, R/Python (preferred), Tableau/Power BI/Data Studio.

Soft Skills:

- Ownership mindset: Takes personal accountability for outcomes and drives initiatives independently.

- Work ethic: Delivers high-quality, complete work with a proactive attitude.

- Execution-focused: Ability to drive projects from 1100 with minimal hand-holding.

- Self-starter: Capable of identifying opportunities and creating work without waiting for assignments.

- Team player: Collaborative, easy to work with, and makes work enjoyable for cross-functional teams.

- Attention to detail: Strong organizational and documentation skills.

Why SpotDraft?:

- Brilliant teammates - Work with some of the sharpest minds in legal tech.

- Expand your network - Interact with top founders, investors, and industry leaders.

- Real impact - Take ownership of projects and see your work in action.

- Big goals, bold moves - We trust you to deliver, innovate, and push boundaries.

Our Core Values:

- Our business is to delight Customers.

- Be Transparent. Be Direct.

- Be Audacious.

- Outcomes over everything else.

- Elevate each other.

- Be Passionate. Take Ownership.

- Be 1% better every day.

All candidates personal data shared during the recruitment process will be handled with utmost confidentiality and used solely for hiring purposes, in line with applicable data protection regulations.

SpotDraft is an equal-opportunity employer. Candidates will not be discriminated against based on race, ethnicity, color, religion, caste, sex, gender identity, sexual orientation, national origin, veteran, or disability status.

(ref:iimjobs.com)