Chief of Staff, CCO
We are seeking a strategic and analytical Chief of Staff to partner with our Chief Customer Officer (CCO) in driving business performance across our Customer organization. This role combines financial and operational strategy, data-driven decision-making, and cross-functional collaboration to improve customer retention, revenue performance, and organizational effectiveness.
The ideal candidate brings strong financial and business acumen, a collaborative mindset, and the ability to translate complex information into actionable insights that inform executive decisions and strengthen financial and operational accountability.
What You'll Do
Customer revenue metrics: In partnership with Finance, which owns ARR and financial reporting, to ensure customer metrics (ARR movement, gross and net revenue retention, renewal rates on up for renewal revenue, cohort views and churn drivers) follow Thoma Bravo standards and best-in-class methods. Translates those metrics into the customer organization's view, measures renewal forecast accuracy, and reports on cross-sell and upsell pipeline, which Renewals and Sales own.
Executive and board narrative: Prepares the CCO's materials for the executive leadership team, board, Thoma Bravo operating reviews and QBRs, framing performance, risk and investment asks in terms of business outcomes. Ensures what the board sees reconciles to how the organization operates.
Renewal and retention reporting: Owns renewal rate reporting and variance analysis of the official forecast against plan and actuals, explaining the drivers behind the numbers.
Renewal and retention plan and resource models: In partnership with Finance, builds the customer organization's annual renewal and retention plan (historical baselines, renewal rate assumptions and targets) and the headcount, coverage-ratio and capacity models tied to book-of-business segmentation.
Customer health and signals: Delivers the customer health scoring model and churn and risk analysis.
Customer reporting requirements and CCO analysis: Sets the customer organization's reporting requirements across Salesforce, the data warehouse and BI tools, aligned with Finance's metric definitions, which Systems & Operations and Data & Analytics build to. Handles the CCO's own analysis and reporting requests.
Cross-functional Alignment: Works with Revenue Operations and CRO leadership team to align on strategies and reporting for improving Net Retention Rate. Works with the Product Strategy team to align on churn analysis and forecasting by product.
What You'll Bring
Significant experience in strategic finance, FP&A, business operations, revenue operations, customer success operations, or a related field, ideally within a B2B SaaS environment.
Strong understanding of SaaS business models and recurring revenue metrics, including ARR, GRR, NRR, renewals, and churn.
Experience translating business needs into reporting and analytics requirements, with familiarity using tools such as Salesforce, Excel, SQL, Power BI, or Tableau.
Ability to analyze complex datasets and communicate insights clearly to executive audiences.
Familiarity with CRM, reporting, and business intelligence tools such as Salesforce, Excel, SQL, Power BI, or Tableau.
Strong collaboration, communication, and problem-solving skills, with the ability to influence across teams.
Experience in private equity-backed environments or supporting executive and board-level reporting is a plus.
Salary Range: $155,628 - $207,504
In accordance with Colorado’s Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities.