Customer Revenue Operations Lead (Professional services and Customer Retention)

Customer Revenue Operations Lead (Professional services and Customer Retention)

Department: Revenue Operations

Reports to: VP, Revenue Operations

Location: Lisbon (Hybrid)

About Us

Cyncly is a global technology powerhouse with 2, 400+ employees and 70, 000+ customers across 100+ countries. Our end‑to‑end software solutions connect professional designers, retailers and manufacturers to the world’s largest repository of product content. We operate across Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring industries with a presence in North & South America, Europe, Asia Pacific and Africa.

About the Role

We are hiring a Customer Performance Partner to enable data‑oriented performance outcomes across Consulting (Professional Services) and Customer Success teams. This role focuses on improving customer engagement by driving consulting revenue, reducing churn, and supporting efficient, value‑driven post‑sale delivery.

Reporting to the VP of Revenue Operations and working closely with the Chief Customer Officer, you will blend insight, strategy, and operational execution to influence customer‑facing outcomes. You will manage a small team (1 direct, 1 indirect) and collaborate with the GTM Reporting & Forecasting team to ensure consistent data structures and reporting standards.

Key Responsibilities

• Act as a strategic advisor to Customer Success and Consulting leadership teams.
• Translate business goals into measurable KPIs tied to revenue retention, service delivery, and customer engagement.
• Deliver performance insights that drive clear actions and improvements across customer lifecycle touchpoints.

Consulting and Churn Performance Insights

• Leverage standardized data structures to monitor consulting utilization, backlog, forecasting accuracy, and delivery efficiency.
• Analyze churn retention trends, root cause analysis, and customer health metrics.
• Identify post‑sale expansion opportunities with GRR and NRR impacts.
• Build narratives to inform leadership decision‑making and resource planning.

Forecasting and Planning

• Lead and support accurate forecasting for consulting revenue and churn/retention, validating assumptions with partner teams.
• Provide early visibility into risk and opportunity signals across key customer segments.
• Ensure alignment with GTM Reporting & Forecasting frameworks for consistent data outputs.

Data Process & Governance Support

• Contribute to the development of data definitions, frameworks, and processes underpinning performance reporting and forecasting.
• Refine and evolve data models with the GTM Reporting & Forecasting team to support Consulting and Customer Success performance.
• Ensure adoption of consistent definitions across teams for scalable reporting.

Stakeholder Engagement

• Build trusted relationships with senior leaders, including the Chief Customer Officer.
• Partner cross‑functionally with Product, Sales, and Finance to align on shared outcomes.
• Lead performance reviews and contribute to senior leadership business reviews, planning cycles, and operational cadences.

Team Management

• Lead and develop a small team: 1 direct report focused on consulting analysis and delivery, 1 indirect report focused on churn and retention reporting data pathways.
• Set clear objectives and foster a culture of accountability, collaboration, and results.

Success Metrics

Performance will be evaluated based on:

• Consulting revenue growth and delivery margin
• Churn reduction and retention improvements
• Forecast accuracy (churn and consulting)
• Stakeholder adoption and trust in performance insights
• Operational improvements across post‑sale functions

Required Qualifications and Experience

• Bachelor’s degree in Business, Finance, Data Analytics, or related field
• 5+ years in Customer Success Ops, Professional Services Ops, Revenue Operations or related roles
• Strong working knowledge of consulting metrics that drive effective and efficient delivery
• Strong working knowledge of churn/retention Saa
  S metrics
• Proven experience supporting and refining data processes, definitions, and frameworks
• Exceptional stakeholder management and communication skills
• Strong lateral thinking and business judgment in complex environments
• Advanced Excel skills required; Power BI or similar BI tools a plus

Working for Us

At Cyncly, we call our team One
Cyncly, reflecting how we work together as one, united by our purpose: powering businesses that bring spaces to life. We thrive on diversity, curiosity, and openness. You’ll have the freedom to work flexibly and autonomously, supported by teammates and leaders who are committed to your growth.