Client Success Operations Specialist

About Contour Contour Software has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years. As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers. What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started! Division: Jonas Club ERP is the industry leader in enterprise software for private clubs. Serving over 2,200 clubs in 17+ countries, Jonas Club ERP helps streamline operations and deliver exceptional member experiences. This role is part of Jonas’s global support team, focused on delivering world-class customer service for a suite of products trusted by golf clubs, country clubs, city clubs, and hospitality venues. Division Link: About the Position We are seeking a highly detail-oriented and process-driven Client Success Operations Specialist to support the operational backbone of the Client Success function. This role plays a critical part in protecting recurring revenue, ensuring Salesforce data integrity, maintaining lifecycle accuracy, and supporting renewal and reporting workflows. The position works closely with Client Success, Billing, Finance, and A/R teams to ensure disciplined execution across renewals, offboarding, revenue adjustments, and reporting processes. Success in this role requires operational rigor, strong analytical capability, cross-functional coordination, and a deep understanding of how structured processes impact revenue retention and financial performance. What Success Looks Like • Renewals are processed accurately and on time with zero revenue leakage • Salesforce data remains clean, reliable, and audit-ready • Billing and contract records are aligned and reconciled • Reporting provided to leadership is accurate, timely, and actionable • Offboarding and account changes are executed seamlessly with no downstream impact • Cross-functional stakeholders experience strong operational partnership Key Responsibilities Renewal Operations & Revenue Accuracy • Update renewal pricing and contract terms for all renewing clients on a monthly basis • Reconcile renewal data with Billing to ensure invoicing accuracy and contract alignment • Maintain structured renewal tracking documentation to ensure timely and error-free execution Reporting & Analytics • Produce recurring attrition, renewal, and portfolio reports for the Senior Director of Client Success • Prepare ad hoc executive-level reporting related to churn, revenue retention, and account trends • Ensure all reporting aligns with Salesforce data and revenue records Client Offboarding & Revenue Adjustments • Execute operational offboarding for clients transitioning to dormant or terminated status • Update account status in Salesforce and internal systems to reflect lifecycle changes • Notify internal stakeholders to ensure cross-functional alignment • Coordinate billing stops and final reconciliations with Finance • Update revenue forecasts, attrition tracking, and reporting accordingly Module & Account Changes • Create and distribute module listing and breakdown reports • Manage module removals, swaps, and adjustments • Ensure all changes are accurately reflected across contracts, billing systems, and Salesforce Salesforce Data Integrity • Maintain complete, accurate, and reportable Salesforce records • Monitor data inputs to preserve dashboard and reporting reliability • Partner with Client Success Managers to resolve discrepancies and enforce governance standards Accounts Receivable Support • Partner with A/R and Billing teams to monitor payment compliance • Flag delinquent accounts to Client Success leadership • Support structured follow-up processes to drive timely resolution Skills & Qualifications Core Competencies (Must Have) • Process Management – Designs, follows, and improves structured workflows to ensure consistent, scalable execution • Attention to Detail – Produces accurate, high-quality work by validating data and identifying discrepancies • Business Acumen – Understands how operational execution impacts revenue, retention, and financial performance • Managing & Measuring Work – Establishes clear tracking mechanisms and accountability standards • Systems Perspective – Recognizes cross-functional interdependencies and anticipates downstream impacts • Analytical Capability – Ability to interpret attrition, renewal, and revenue-impact data • Professional Communication – Strong written and verbal communication skills Education & Experience • 3–5+ years of experience in Client Success Operations, Revenue Operations, or a related operational role within a SaaS or subscription-based environment • Experience supporting renewal workflows, billing reconciliation, and revenue-related processes • Strong proficiency in Salesforce, including reporting and data governance • Experience working cross-functionally with Billing, A/R, Finance, and Client Success teams • Bachelor’s degree in Business, Finance, Operations, or a related field (or equivalent professional experience) Preferred Qualifications • Experience supporting revenue retention metrics (Gross Retention, Net Retention, churn reporting) • Familiarity with SaaS licensing or module-based pricing models • Exposure to financial reconciliation or revenue operations environments • Experience preparing executive-level reporting What You Will Bring: • A strong sense of responsibility and customer care • Willingness to learn and grow in a global support environment • Respect for processes, quality standards, and teamwork • Professional communication and a positive attitude Work Schedule & Availability: • Training Schedule: 9:00 AM – 5:00 PM EST (6:00 PM – 3:00 AM PKT) • Post-Training Schedule: Ability to work rotating 24/7 shifts, including evenings, weekends, and holidays, as business needs require Exciting Benefits we offer: Market-leading Salary Medical Coverage – Self & Dependents Parents Medical Coverage Provident Fund Employee Performance-based bonuses Home Internet Subsidy Conveyance Allowance Profit Sharing Plan [Tenured Employees Only] Life Benefit Child Care Facility Company Provided Lunch/Dinner Professional Development Budget Recreational area for in-house games Sporadic On-shore training opportunities Friendly work environment Leave Encashment Disclaimer: At Contour, we attribute our success to the unique contributions of our diverse staff. We’re committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we’ve adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination. In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.