CS Strategy & Operations Lead

Job Overview LiveRamp’s Customer Strategy & Operations team needs a senior analyst to build usage and renewal operations from the ground up. You’ll own 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. Hybrid role (2 days a week in‑office) located in San Francisco, New York City, or Seattle offices. Responsibilities Measurement & Customer Health – Own metrics, definitions, and reporting on consumption, utilization against commitment, contracted‑usage drawdown, and usage trends. Build early‑warning alerts for anomalous usage drops, over‑utilization, and stalled adoption so teams act before renewal problems arise. Lead and evolve the customer health framework (Health Scorecard, NPS, leading indicators). Renewal & Contraction – Own forecasting cadence for renewals and contraction, including account bucketing by ACV, complexity, and reason code. Define triggers that prompt CSM intervention when usage stalls or contract utilization slows. Lead contraction analysis, quantify business impact in dollar terms. Insight & Cadence – Own the renewal and contraction forecast source of truth and leadership reporting cadence. Translate data into insight, brief CS & CX executive teams, surface signals to Product and GTM, partner with frontline CSMs and Data Engineering for AI automation. Qualifications 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. Solid grasp of retention economics (NRR/GRR, renewal forecasting, contraction drivers). Track record of building or materially improving CS systems with measurable impact. Fluent in Excel, Salesforce, Tableau, and SQL or Python for large datasets. Comfortable using AI tools (Claude, Gemini, Glean) to accelerate analysis and automate reporting. How You Work You build what nobody asked for – a cleaner report or a quick automation – because it was needed or you were curious. You turn a number into a “so what” that changes decisions, and you prefer that your logic be challenged rather than accepted at face value. You flag gaps, handle messy data, and collaborate with low‑ego, action‑oriented teams. Compensation Base salary range: $132,000 – $170,500 per year. Total package will include variable compensation, benefits, and other incentives. Benefits Comprehensive medical, dental, vision, life, disability, employee assistance program. 401(k) matching 1:1 up to 6% of salary. Flexible paid time off, holidays, paid parental leave, and option to work from home. Perks for health, career growth, and wellness. Equal Opportunity Employment 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. Qualified applicants with arrest and conviction records will be considered in accordance with the San Francisco Fair Chance Ordinance. We use automated decision systems as part of our recruitment process and will provide reasonable accommodations if needed. #J-18808-Ljbffr C0035 LiveRamp, Inc.