Snr. Analyst, Revenue Operations (Customer Management) (Remote)

Job Summary

A Snr. Analyst, Revenue Operations (Customer Management) serves as the strategic engine behind KnowBe4s Post-Sales Go-To-Market machine. They bridge Customer Success, Sales, Marketing, and Product to keep the revenue engine predictable, scalable, and resilient. More than a traditional RevOps analyst, they act as an AI multiplier, (architecting a revenue engine where AI doesnt just assist the team but redefines its capacity) turning chaotic data into actionable insights that influence executive-level decisions.

Responsibilities

CSM Efficiency, Automation Workflows

• Design and implement automation for SMB/Tech Touch motions, reducing manual rep effort on low-touch segments.
• Build and maintain standardized CSM/RS playbooks - defining the plays, the triggers, and the systems that surface them in-workflow.
• Partner with CS Enablement to translate process changes into training, documentation, and adoption tracking.
• Identify time drains through rep shadowing and system analysis; prioritize an automation backlog with measurable hours-saved impact.
• Apply AI and agentic tooling wherever it can compress manual work- this team assumes AI-first.

GTM Readiness Product-to-Market

• Serve as Post-Sales RevOps lead for product launch readiness across SAT A/F upgrades, SAT platform migration, ARM, RTC, and PLG motions.
• Build the launch readiness checklist and operating cadence: system configuration, entitlement changes, pricing/packaging setup, playbook updates, rep training, and support documentation.
• Coordinate cross-functionally with Product, Product Marketing, Enablement, Support, and Sales Ops to make sure post-sales is ready on day one, not week six.
• Own post-launch adoption and consumption tracking, feeding findings back into the playbook and enablement loop.
• Manage migration operations for platform transitions - customer segmentation, sequencing, rep tooling, and exception handling.

Analytics, Systems Process

• Build and maintain dashboards and recurring reports on retention, gross/net revenue retention, churn, adoption, and CSM productivity.
• Perform ad hoc analysis on cohort behavior, expansion drivers, and churn root cause.
• Own day-to-day administration and configuration of the CS tech stack (Gainsight or equivalent, Salesforce CS objects, Zendesk).
• Maintain and iterate on customer health scoring - definitions, thresholds, and the data feeding them.
• Design, document, and automate CSM workflows: onboarding handoff, QBR prep, renewal plays, escalation paths, and at-risk triage.
• Ensure data hygiene across accounts, contacts, subscriptions, and lifecycle stages; build the checks that catch problems before reporting does.

AI/Automation Champion

• Proven experience developing, implementing, and iterating AI tools (Gemini, ChatGPT, Claude, or other specialized AI) to drive measurable efficiency gains across RevOps functions and customer-facing processes (process automation, predictive analytics, and automated agents).

Qualifications

• Bachelors degree or equivalent work experience
• 5+ years in Revenue Operations, Sales Ops, or BizOps, preferably within a high-growth B2B SaaS environment
• Expert-level knowledge of Salesforce/ Hubspot
• Expert-level knowledge of tools like ZoomInfo, Clay, 6Sense and / or LinkedIn Sales Navigator
• Proficiency with BI tools (Tableau/Looker) and forecasting software (Clari/Gong/BoostUp)
• Hands-on builder mentality - comfortable connecting APIs (e.g., Make.com) and testing new AI tooling
• Ability to analyze complex, multi-system data sets and produce board-ready outputs
• Strong process orientation - builds systems so problems dont recur
• Ability to translate complex operational jargon into clear, executive-level narratives
• Proven track record managing high-stakes projects independently through cross-functional partnerships
• Ability to manage multiple projects in a fast-paced environment; team player who can work autonomously

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.