CS Strategy & Operations Lead

Skip to main contentWe use strictly necessary cookies for the functioning of the website properly and to enable successful communication between the end user and the service. Session management cookies - User, device, and session ID cookies along with timestamp cookies for timing out sessions after inactivity. These cookies expire at the end of the session. Routing cookies - To forward requests for a single session to the same server for consistency of service. Application Security Management (ASM) cookies - To help protect web applications and infrastructure from security attacks. These cookies are not stored and expire at the end of the session.Read Full Privacy MessageDeclineAccept CookiesSign InCS Strategy & Operations Lead page is loadedCS Strategy & Operations LeadApplylocationsSan FranciscoNew YorkSeattletime typeFull timeposted onPosted 15 Days Agojob requisition idJR162059LiveRamp 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 RoleJoin 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 DoMeasurement & Customer HealthOwn 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 problemsLead and evolve the customer health framework: Customer Health Scorecard, NPS, and leading indicators Renewal & ContractionOwn the forecasting cadence for renewals and contraction, including the logic behind account bucketing by ACV, complexity, and reason code as account profiles evolveDefine the triggers that prompt CSM intervention when usage stalls or contract utilization slows, and partner cross-functionally to operationalize the right response playsLead contraction analysis to uncover what’s driving downsell and non-renewal, and quantify the business impact in clear dollar terms Insight & CadenceOwn 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 doBrief 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 callsPartner 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 You4–7 years...