Job Description Summary

Job Description

Roles and Responsibilities:

• Manage end-to-end CS P&L Financials partner with GP Finance team: lead revenue recognition & close cycles cost-to-revenue allocation gross margin analysis variance bridges multi-period roll-forwards full forecasting (short-term rolling long-range scenario-based) and ARR bridge integrity (net new/expansion/contraction/churn NRR/GRR decomposition revenue waterfalls)
• Lead comprehensive planning & budgeting process: build/govern annual budgets rolling forecasts multi-year long-range plans growth scenario modeling and headcount/investment projections aligned to CS strategic goals
• Govern capital allocation & ROI framework for CS investments: support headcount management tooling services scaling evaluations and growth projects through NPV/IRR modeling payback analysis and post-investment ROI tracking to ensure highest-return resource allocation
• Oversee high-risk AR & reserve management plus pricing/unit economics: escalate >90-day super-delinquent accounts for recovery (CS/Sales coordination relationship-preserving tactics); model bad debt reserves monitor DSO; drive pricing/packaging governance for CS expansions/renewals and own unit economics deep-dive (cost-to-serve LTV proxies cohort gross margin decay contribution margin by contract type)
• Co-own key CS business drivers: renewals land & expand adoption churn prevention NRR gross margin expansion services delivery profitability upsell/cross-sell velocity cost-per-renewal efficiency professional services margin realization
• Design and lead all the CS finance & operational cadences owning and facilitating all weekly pacing meetings across CS functions and regions (weekly business reviews QBR planning renewal sessions services pipeline reviews etc.)
• Own productivity play identification prioritization and implementation to optimize operations resource efficiency and cost-to-serve; partner on headcount planning capacity modeling resource allocation and gross margin improvement initiatives (contract economics reduced concessions operational leverage)
• Support CS leadership meetings: provide actionable insights/scenario modeling for lifetime value maximization; monitor/optimize services economics (revenue/cost per hour realization rates project profitability); manage budget over/under-runs with corrective actions and re-forecasting
• Partner proactively with Sales Commercial Ops and Legal throughout the deal cycle (early structuring finalization) to identify risk/margin/cash-flow/execution issues; provide direct input on structuring pricing terms concessions; maintain ongoing advisory connectivity on deal models pricing frameworks discounts ramps usage-based constructs policy evolution; collaborate closely with Legal
• Serve as central CS point of contact for all commercial/risk matters; conduct detailed pre-execution review and mitigation of commercial terms (T&Cs pricing deviations payments SLAs liability multi-year commitments); identify/address financial/cash-flow/credit/contractual risks before CS handoff
• Act as final sign-off/escalation point for non-standard/high-risk terms; translate signed agreements into reliable CS forecasts operational plans resource requirements for alignment across Sales/Legal/CS
• Lead structured feedback loop from CS execution back to Sales/Commercial Ops/Legal: analyze problematic deals diagnose root causes in structuring/assumptions drive preventive improvements to guidelines/templates/pricing/approvals/risk frameworks ensuring continuity between sold and profitably executed/collected
• Act as custodian of all CS finance & operations data: own governance integrity quality single source of truth access controls master data management cross-functional reliability
• Design/build/maintain comprehensive self-service dashboards & KPIs (Looker/Tableau/etc.) covering revenue health productivity/efficiency margin/economics services delivery operational metrics (ARR variants cost-to-serve revenue per FTE services realization/utilization project margins budget variance backlog/conversion etc.)
• Automate manual processes (revenue waterfalls forecasting templates variance tracking productivity reporting services invoicing reconciliation)
• Champion data-driven decision making across CS by delivering reliable timely actionable insights accessible to all levels

Required Qualifications:

• Bachelors degree or diploma in a relevant field from an accredited university or college
• 10 years progressive SaaS finance/commercial operations experience ideally blending Commercial Finance and Customer Success/Post-Sales
• Proven track record owning revenue-to-gross-margin P&L in customer-facing unit
• Deep SaaS metrics knowledge (ARR NRR churn CAC payback gross margin)
• Strong commercial acumen: reviewing/structuring/risk-assessing complex B2B contracts/pricing
• Strong operational acumen: Productivity KPIs etc..
• Strong communication skills in English
• This role requires around 10% travel globally

Desired Characteristics:

• Advanced modeling (Excel/Google Sheets) SQL proficiency BI tools (Looker/Tableau/Power BI)
• Excellent judgment balancing commercial speed with financial/operational discipline
• Cross-functional executive influence without direct authority
• CPA/CFA/MBA/Masters a plus (not required)

Additional Information