CS Strategy & Operations Lead

LiveRamp is the data collaboration platform of choice for the world’s most innovative companies. A groundbreaking leader in consumer privacy, data ethics, and foundational identity, LiveRamp is setting the new standard for building a connected customer view with unmatched clarity and context while protecting precious brand and consumer trust. LiveRamp offers complete flexibility to collaborate wherever data lives to support the widest range of data collaboration use cases—within organizations, between brands, and across its premier global network of top-quality partners. Hundreds of global innovators, from iconic consumer brands and tech giants to banks, retailers, and healthcare leaders turn to LiveRamp to build enduring brand and business value by deepening customer engagement and loyalty, activating new partnerships, and maximizing the value of their first-party data while staying on the forefront of rapidly evolving compliance and privacy requirements. About the Role Join LiveRamp's Customer Strategy & Operations team to build the usage and renewal operations program from the ground up. You'll own the metrics, programs, and operating rhythms that define how we measure customer health, product usage, and retention — then translate those signals into early risk detection and leadership-ready insight. This is a hybrid, 2 days a week in-office position in our San Francisco, New York City, or Seattle offices. What You’ll Do Measurement & Customer Health Own metrics, definitions, and reporting on consumption, utilization against commitment, contracted-usage drawdown, and usage trends across the Commercial business. Build early-warning alerts for anomalous usage drops, over-utilization, and stalled adoption so teams act before issues become renewal problems Lead and evolve the customer health framework: Customer Health Scorecard, NPS, and leading indicators Renewal & Contraction Own the forecasting cadence for renewals and contraction, including the logic behind account bucketing by ACV, complexity, and reason code as account profiles evolve Define the triggers that prompt CSM intervention when usage stalls or contract utilization slows, and partner cross-functionally to operationalize the right response plays Lead contraction analysis to uncover what’s driving downsell and non-renewal, and quantify the business impact in clear dollar terms Insight & Cadence Own the CS renewal and contraction forecast and the leadership reporting cadence — the source of truth that CSMs, CS leadership, and executives use to manage the book. Translate data into insight: what's happening, why it matters, what to do Brief CS & CX Executive Teams on where to focus — coverage, renewal priorities, segments, exposed ACV — and surface adoption, friction, and value signals to Product and GTM so they make better roadmap, packaging, and coverage calls Partner with frontline CSMs to make the numbers actionable and with Data Engineering on customer and usage data flows into CS tooling; us AI & automation tools to scale reporting, deepen analysis, and improve operating leverage About You 4–7 years in Revenue or Customer Success strategy, revenue operations, commercial analytics, or management consulting in SaaS or data-driven enterprise software; adtech/martech preferred Direct experience with consumption-, usage-based, or credit-drawdown pricing and usage analytics Domain & Analytical Skills Solid grasp of retention economics: NRR/GRR, renewal forecasting, and contraction drivers Track record of building or materially improving CS systems (health scoring, renewals forecasting, contraction analysis) with measurable impact Fluent in Excel, Salesforce, and Tableau, with SQL or Python for large datasets; able to run complex analysis and distill it to the “so what” and an impactful business insight Comfortable using AI tools (e.g., Claude, Gemini, Glean) to accelerate analysis, automate manual reporting, and scale your own output. How You Work You build the thing nobody asked you to — a cleaner report, a scrappy model, a quick automation — because it was needed, or just because you were curious enough to learn how You can take a number and turn it into a "so what" that changes a decision, and you’d rather have your logic questioned hard than nodded along to You flag a gap instead of smoothing over it; you don’t fabricate an estimate to keep a slide clean You’re comfortable when the data is messy and the ground is moving, and you can make a metric click for a CSM and for an exec alike Collaborative, low-ego, biased to action, and eager to experiment with new tools The approximate annual base compensation range is $132,000 to $170,500. The actual offer, reflecting the total compensation package and benefits, will be determined by a number of factors including the applicant's experience, knowledge, skills, and abilities, geography, as well as internal equity among our team. Benefits: People: Work with talented, collaborative, and friendly people who love what they do. Fun: We host in-person and virtual events such as game nights, happy hours, camping trips, and sports leagues. Work/Life Harmony: Flexible paid time off, paid holidays, options for working from home, and paid parental leave. Comprehensive Benefits Package: LiveRamp offers a comprehensive benefits package designed to help you be your best self in your personal and professional lives. Our benefits package offers medical, dental, vision, life and disability, an employee assistance program, voluntary benefits as well as perks programs for your healthy lifestyle, career growth and more. Savings: Our 401K matching plan—1:1 match up to 6% of salary—helps you plan ahead. More about us: LiveRamp’s mission is to connect data in ways that matter, and doing so starts with our people. We know that inspired teams enlist people from a blend of backgrounds and experiences. And we know that individuals do their best when they not only bring their full selves to work but feel like they truly belong. Connecting LiveRampers to new ideas and one another is one of our guiding principles—one that informs how we hire, train, and grow our global team across nine countries and four continents. Click here to learn more about Diversity, Inclusion, & Belonging (DIB) at LiveRamp. LiveRamp is an affirmative action and equal opportunity employer (AA/EOE/W/M/Vet/Disabled) and does not discriminate in recruiting, hiring, training, promotion or other employment of associates or the awarding of subcontracts because of a person's race, color, sex, age, religion, national origin, protected veteran, disability, sexual orientation, gender identity, genetics or other protected status. Qualified applicants with arrest and conviction records will be considered for the position in accordance with the San Francisco Fair Chance Ordinance. We use automated decision systems (ADS) as part of our recruitment and hiring process. If you require an accommodation or believe that the use of an ADS may create a barrier to your application or participation in the hiring process due to a disability or other protected characteristic, please let us know. We are committed to providing reasonable accommodations and ensuring an equitable hiring experience for all candidates. California residents: Please see our California Personnel Privacy Policy for more information regarding how we collect, use, and disclose the personal information you provide during the job application process. To all recruitment agencies: LiveRamp does not accept agency resumes. Please do not forward resumes to our jobs alias, LiveRamp employees or any other company location. LiveRamp is not responsible for any fees related to unsolicited resumes. Our growth is creating great opportunities! LiveRamp is the data collaboration platform of choice for the world’s most innovative companies. A groundbreaking leader in consumer privacy, data ethics, and foundational identity, LiveRamp is setting the new standard for building a connected customer view with unmatched clarity and context while protecting precious brand and consumer trust. LiveRamp offers complete flexibility to collaborate wherever data lives to support the widest range of data collaboration use cases—within organizations, between brands, and across its premier global network of top-quality partners. Hundreds of global innovators, from iconic consumer brands and tech giants to retailers, financial services, and healthcare leaders turn to LiveRamp to build enduring brand and business value by deepening customer engagement and loyalty, activating new partnerships, and maximizing the value of their first-party data while staying on the forefront of rapidly evolving compliance and privacy requirements. LiveRamp is based in San Francisco, California with offices worldwide. Learn more at LiveRamp.com.