Sr. Manager, CS Operations Analytics, Forecasting and Reporting

Attentive® is the AI-powered SMS and email marketing platform that delivers unparalleled messaging performance on the channels that matter most. Infusing intelligence at every stage of the consumer's purchasing journey, Attentive empowers businesses to achieve hyper-personalized communication with their customers on a large scale. Leveraging AI-powered tools, a mobile-first approach, two-way conversations, and enterprise-grade technology, Attentive drives billions in online revenue for brands around the globe. Trusted by over 8,000 leading brands such as CB2, Urban Outfitters, GUESS, Dickey’s Barbeque Pit, and Wyndham Resort, Attentive is the go-to solution for delivering powerful commerce experiences for consumers with the brands they love.
Attentive’s growth has been recognized by Deloitte’s Fast 500, Linkedin’s Top Startups and Forbes Cloud 100 all thanks to the hard work from our global employees!
Who we areAs the Senior Manager of Revenue Operations at Attentive, you will lead and optimize operational analytics, forecasting, and reporting in support of our Customer Success team. Reporting directly to the Sr. Director of CS Operations, but partnering right-hand with our SVP of CS, CoS and CS Leadership team, you will play a pivotal role in driving CS business performance, leveraging data-driven insights, and fostering cross-functional collaboration to maximize revenue, retention, efficiency and customer satisfaction.

Why Attentive needs you:

• Analytical and Technical Capability:  Assess the needs of the Customer Success organization (CSM, Implementation, Support, & Professional Services) and build out a foundation of actionable analytics and self-serve reporting to enable the CS team to achieve its strategic objectives.  Lead the build of forecasting models that accurately predict customer spend and customer retention/churn.  Develop automated solutions for capturing user inputs, such as CS leadership churn risks, and surfacing summarized outputs.  Partner with Business Intelligence team to develop source of truth data sets to fuel forecasting methods.


• Insights & Storytelling:  Lead and conduct white-space analyses to understand where the greatest opportunities are for the CS function to accelerate business results.  Translate this work into clear insights that CS leadership can take action on while providing clarity in drivers of business performance and recommended strategies to improve.


• Leading Indicators & Predictive Modeling: Partner with BI & Product on data scientist-led predictive modeling for Revenue & Retention reporting. Prioritize and lead correlation analyses to better understand leading indicators for the CS business.  Establish repeatable motions aimed at improving forecast accuracy.


• Cross-Functional Collaboration & Execution: Work closely with Revenue Operations, Customer Success, Finance, and S&O teams to align revenue operations strategies with business goals. Foster a collaborative environment to drive cross-functional alignment and execution. Ensure seamless execution and accountability across teams.


• Leadership & People Development: Lead and grow CS Operations Analytics partnership model for CS business. Build and develop key talent, fostering a culture of accountability and innovation. Mentor and develop team members to build a high-performing and collaborative team.


• Stakeholder Communication: Support prioritization and roadmap planning for direct team and peer CS Ops teams in support of CS strategy with the Sr. Director of CS Ops and CS stakeholders.  Communicate CS strategy, initiatives, progress/performance, and outcomes to executive leadership and other key stakeholders. Provide regular updates on key initiatives, milestones, and challenges.

About you

• Top tier quantitative analytical skills, with the ability to analyze complex data sets and derive actionable insights.
• SQL Proficiency: Extensive experience with SQL, including writing complex queries and extracting data from multiple tables to support data analysis and reporting needs.
• Experience building out reporting portfolios with tools such as Looker, Tableau, or other visualization software.
• Exceptional communication and presentation skills, with the ability to effectively articulate complex concepts.
• Strong prioritization and project management skills leveraged to effectively manage limited resources within the