Customer Success Operations
About The Position
Grata is the leading private market dealmaking platform. We make it easy to find, research, and engage with private companies. Our platform has the most comprehensive, accurate, and searchable proprietary data on private companies, their financials, and their owners. We help leading investors (PE/growth), investment bankers, management consultants, and corporate development teams discover and win more deals. Grata has over 1K customers and has been widely recognized as the market leader by G2, PE Wire, and more. We are looking for a Customer Success Operations Specialist to join our team! Grata’s GTM Operations team sits at the center of revenue execution, partnering closely with Sales, CS, Finance, and Leadership to ensure smooth commercial operations from our revenue teams. As a Customer Success Operations Specialist, you will play a critical role in building the systems, processes, and reporting that empower our CS team to proactively manage accounts and drive revenue growth. This is an opportunity to directly impact net revenue retention while helping scale a high-performing CS organization. At Grata, we will expect you to: 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), ensuring accurate data, automation, and actionable insights. 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 and the ability to translate data into actionable insights.
- Strong cross-functional communication skills with the ability to support frontline teams while maintaining process discipline.
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), ensuring accurate data, automation, and actionable insights.
- 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.
Benefits
- health insurance (medical, dental, vision)
- a retirement savings plan
- paid time off
- other employee benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
