Customer Operations Lead

About the Company

Abacum is the leading Business Planning solution for finance teams to drive performance. By automating reporting, enabling collaboration, and simplifying planning and forecasting, we help finance teams shift from number crunching to driving strategic decisions.

Responsibilities

• Build and maintain CS operational infrastructure including health scores, renewal forecasting, and expansion tracking
• Design playbooks for onboarding, expansion signals, renewal, and churn risk escalation
• Own the commercial data layer for NRR modeling, ARR bridge reporting, and expansion pipeline tracking
• Build support operating infrastructure including ticketing systems, SLA frameworks, and escalation workflows
• Manage the customer reference program end-to-end
• Own the reporting suite across CS, support, and the commercial post-sale motion

Requirements

• 5+ years of professional experience with a deep understanding of the post-sale customer lifecycle
• Experience in RevOps, BizOps, Consulting, or Strategic Finance applied to GTM problems
• Strong analytical capability with experience building NRR models and renewal forecasting
• Proficiency using AI tools to automate workflows and accelerate analysis
• Proven track record of building processes and structure in growing environments
• Ability to influence cross-functionally without formal authority

Preferred Qualifications

• Experience in Fintech, FP&A, or finance-adjacent SaaS

Benefits

• Competitive compensation including equity package
• Competitive vacation policy
• Medical Insurance
• L&D budget
• Access to Meditopia (wellbeing platform)
• Language courses (English / Spanish)