Customer Revenue Operations Lead (Professional services and Customer Retention)

Job Title: Customer Revenue Operations Lead (Professional services and Customer Retention)

Department: Revenue Operations
Reports to: VP, Revenue Operations
Key Stakeholder: Chief Customer Officer

Location: Lisbon. Hybrid working across a global team.

About Us

Cyncly is a leading global provider of specialized visualization, sales, manufacturing and content software and solutions for the retail, design and manufacturing industries.

Cyncly was created to unite Compusoft, 2020 Technologies and their affiliate companies after their merger in 2021. The Company brings together more than 35 years of industry experience to provide a connected platform of configure, price, quote (CPQ) software, online space planning, computer-aided design (CAD) applications, business process management, manufacturing execution systems and enterprise resource planning (ERP). Cyncly serves more than 70,000 customers across 100 countries, with operations in North America, Europe, South America, Asia Pacific, and Africa.

At Cyncly, we are committed to fostering an increasingly diverse and inclusive environment where all voices are valued and celebrated. We prioritize representation from minority groups. We recognize that our unique approach and success stem from the wealth of perspectives brought by our diverse teams.

Job Summary:

We are hiring a Customer Performance Partner to enable data orientated performance outcomes across Consulting (Professional Services) and Customer Success teams. This role is focused on improving how we engage with our customers — by driving consulting revenue, reducing churn, and supporting efficient, value-driven post-sale delivery.

Reporting to the VP of Revenue Operations, and working in close partnership with the Chief Customer Officer, this role blends 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.

Your performance goals will be directly tied to the outcomes of the teams you support, making this role highly collaborative, hands-on, and results-oriented. You will leverage data structures and frameworks run by GTM Reporting & Forecasting Team to ensure consistency in reporting and analytics across the business as well as focusing you on actions to change performance outcomes. You will need to also get your hands dirty bringing new approaches into existence before institutionalising through wider revenue operating structures.

Key Responsibilities

Customer Office Performance Enablement

• 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 & Churn Performance Insight

• Leverage standardized data structures to monitor:
  ✔ Consulting (professional services): utilization, backlog, forecasting accuracy and delivery efficiency.
  ✔ Churn: retention trends, root cause analysis, and customer health metrics.
  ✔ Post-sale expansion opportunities with both GRR and NRR impacts.
• Build clear narratives to inform leadership decision-making and resource planning.

Forecasting and Planning

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

Data Process & Governance Support

• Contribute to the development of data definitions, frameworks, and processes that underpin performance reporting and forecasting.
• Work with the GTM Reporting & Forecasting team to refine and evolve data models that support Consulting and Customer Success performance.
• Ensure adoption of consistent definitions across teams to enable scalable and comparable reporting.

Stakeholder Engagement

• Build trusted relationships with senior leaders across the Customer Office, including the Chief Customer Officer.
• Partner cross-functionally with Product, Sales, and Finance to align on shared outcomes and priorities.
• 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

Qualifications:

• 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 SaaS 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’re a global family that collaborates with humility and respect for one another. With more than 2,400 employees around the world, we not only recognize our diverse perspectives, we champion our different outlooks and firmly believe it to be what makes us better together.

You can expect to work in a supportive and nurturing environment, with experts in their fields who strive for quality and excellence without compromising others. We also believe in a flexible and autonomous working environment, focused on the continual growth of our employees.

Diversity of experience and skills combined with passion is a key to innovation and brilliance, so we encourage applicants from all backgrounds to apply to our roles.

That’s who we are: A team that recognizes our strength is in working together to not only get things done, but also lead the industry with a bold approach that’s dedicated to making our customers better.