What is the job
You'll run the operational engine that turns Ivo's GTM vision into reality. Renewals, expansion, customer operations, deal desk. Reporting to the VP Revenue Strategy & Operations, you'll be the internal owner for our strategic consulting engagement's deliverables (renewal automation, ARR infrastructure, health scoring), steward then own (and improve) what they built. You'll partner with CSM leadership on customer execution. You'll build out Deal Desk and Growth and Customer Ops.
As pricing evolves toward usage-based and API models, you'll build the operational infrastructure for consumption-based renewals and expansion triggers. You'll use AI aggressively to augment your impact and automate what traditional ops teams needed weeks and months to accomplish.
You will also own standing up our EMEA GTM Ops.
What you bring
- AI-native workflow. You use Claude, ChatGPT, Cursor daily to accelerate your own work and expect your team to do the same. Manual processes are a failure state.
- 7–10 years in revenue operations, customer operations, or GTM ops at a high-growth B2B SaaS company. You've built expansion and renewal motions before — not inherited them.
- Management consulting foundation (MBB or equivalent) combined with operating experience. We don't need a consultant. We need someone who used to be one and then chose to operate.
- Management experience. You've led ICs, managed contractors, and held people accountable for output. The team needs a player-coach, not a peer.
- Renewal and expansion operations depth: forecasting, pipeline management, white space identification, health scoring, trigger criteria, CSM assignment logic, AM account allocation. You know the mechanics of net retention.
- Analytical: you write SQL (or direct a copilot to do so), build a front-end, dig into the data why a number moved, and tell us what to do.
- SFDC operational fluency.
- Deal desk coordination — contract operations, pricing approvals, order form workflows. You've worked with or managed deal desk before.
- You document, systematize, and automate. You turn tribal knowledge into accessible and repeatable playbooks.
- Undergrad in STEM, Finance or Economics
Bonus points:
- Experience at companies scaling through $100M ARR with expansion as a primary growth lever.
- Experience with usage-based or consumption revenue models.
- Experience standing up a Deal Desk function.
- MBA
What does success look like
- In 90 days: Expansion pipeline visible for 80%+ of install base. Renewal forecast accurate within 10%.
- In 12 months:
- AEs, AMs, and CSMs are delighted how smooth things work.
- Expansion motion is running and contributing measurably to ARR.
- Renewal operations are automated.
- CSM assignment is rules-based. Customer onboarding is streamlined.
- Your team operates at a velocity that would require 2x headcount without AI-augmented workflows pre-2023.
- You've built systems that reduced operational load across the GTM org.
