Revenue Operations Manager - Retention & Expansion

Job description

As the **Revenue Operations Manager for Retention & Expansion**, you will own the strategic operationalization of SoSafe’s post-sales organization. This is a critical track within our 2026 RevOps and Go-To-Market (GTM) Strategy. Your core mission is to maximize Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) by building the frameworks, data, and intelligent automations that empower our Customer Success Managers (CSMs), Account Executives (AEs), and our brand-new team of dedicated Renewal Managers (RMs). We have set an ambitious but achievable target: **shifting towards 40%+ of our New ARR coming from expansion deals** (Strategic Expansions, Renewal Upsells, and Amendment Upsells). You will be the architect behind the systems and processes that make this happen, as we move from pure New Logo creation focus to retention as our core business focus. ### **What you will own (key responsibilities)** - **Functional Lead for Retention & Expansion Operational Strategy:** Serve as the functional lead for all things post-sales/customer success operations. Translate executive retention goals into crisp, repeatable operating rhythms, territory maps, and intelligent Book of Business (BoB) design. - **Scale the Renewal Manager Lifecycle:** Define, document, and oversee the end-to-end process for our newly formed Renewal Managers team. Standardize deal qualification, risk mitigation touchpoints, and digital contracting workflows in Salesforce and DocuSign. Take our renewals forecasting to the next level. - **Drive AI-Native Automation:** Partner with our dedicated GTM AI Engineering Team to infuse intelligent automation (via Clay, Zapier, Claude & Co.) into the daily routines of CSMs and Renewal Managers. Manage and lead initiatives like automated EBR (Executive Business Review) generation and programmatic renewal reminders to eliminate administrative overhead and make our CS organisation more productive. - **Predictive Forecasting & Analytics:** Take full ownership of renewal forecasting workflows inside and outside of **Clari**. Move our customer base metrics from "available data" to "actionable insights" by leading the rollout of **Customer Healthscore V3**, integrating product utilization analytics with Salesforce and Planhat insights. - **Cross-Functional Alignment:** Act as the strategic bridge between CS, Sales and Marketing leadership as well as our Product Organisation to build a friction-free customer journey. Align post-sales processes with our target mid-market enterprise ICP (501–5,000 employee companies in highly regulated sectors). ### **What You Bring (requirements)** - **Experience:** 5+ years of professional experience in Revenue Operations, Customer Success Operations, or Growth Operations within a B2B SaaS environment ideally through a scale-up phase from €50M to €100M+ ARR. - **Strategic Maturity:** Proven experience directly leading an operational focus area. You don't just execute orders; you proactively identify funnel leakages, propose structural solutions to leadership, and drive change management. - **Tech Stack Expertise:** Advanced, hands-on experience with **Salesforce (SFDC)** and a leading revenue forecasting/analytics platform (ideally **Clari** or **Gong/Planhat**). - **Automation & Next-Gen GTM:** A strong familiarity with modern data enrichment and orchestrators (e.g., Clay, Zapier, or native AI-native tools). You believe that a highly efficient, automated RevOps team can outperform a traditional 20-person team. - **SaaS Metrics & Analytical Rigor:** Deep fluency in calculating and optimizing NRR, GRR, Expansion Velocity, and Churn cohorts. You know how to visually represent these metrics in dashboards that executive leadership can instantly look at to make decisions. ### **Why Join the SoSafe RevOps Team?** - **A Seat at the Table:** Our RevOps organization manages the entire GTM stack and architecture. You will have direct exposure to executive leaders (CRO, COO, and Director of RevOps) and have a large, visible impact on our profitability journey. - **Cutting-Edge Stack:** We don’t tolerate legacy tech debt. You will work with a modern infrastructure, including Salesforce, HubSpot, Salesloft, Clari CoPilot, and cutting-edge tools like Clay or Claude. - **Team Culture:** Join a highly collaborative group of operations professionals and GTM engineers who balance top-tier technical performance with wit, humility, and zero ego. And join our fun team events! **What we offer\*** - Work/Life balance: Flexible hours, 33 vacation days - Wellbeing and financial support: Access to Open Up, corporate discounts - Connection & community: Virtual events, collaborative team activities, and opportunities for local meet-ups - And the list goes on: Tech equipment, referral bonuses, dog-friendly HQ *\*Perks and benefits listed above are for full-time employees and may vary slightly by office location. These are just a sample — you'll learn more during the interview process.* **About Us** At SoSafe, we’re on a mission to make the digital world safer by addressing the human factor in cybersecurity. As one of the fastest-growing security awareness scale-ups worldwide, we leverage behavioural science and data-driven learning to empower people against cyber threats. Our Human Risk Management approach helps organisations turn their employees into their strongest line of defence. Backed by leading VCs like Highland Europe and Global Founders Capital, we’re rapidly expanding across the globe. We’re looking for team players who want to drive meaningful change in cybersecurity, take ownership of their work, and grow with us. If you thrive in a vibrant, purpose-driven environment that values innovation, diversity, and collaboration, then this is the place for you!