Job Description Summary

Highly experienced SaaS leader and strategic P&L ownership partner. Combines deep commercial and financial expertise with hands-on operational involvement in CS execution. Drives revenue-to-gross-margin performance, owns productivity initiatives, leads CS finance cadences, acts as central CS contact for commercial & risk matters, ensures alignment between sales commitments and CS delivery, and oversees high-risk cash collections/reserves.

Job Description

Roles and Responsibilities:

• Manage end-to-end CS P&L Financials, partner with GP Finance team: lead revenue recognition & close cycles, cost-to-revenue allocation, gross margin analysis, variance bridges, multi-period roll-forwards, full forecasting (short-term rolling + long-range scenario-based), and ARR bridge integrity (net new/expansion/contraction/churn, NRR/GRR decomposition, revenue waterfalls)
• Lead comprehensive planning & budgeting process: build/govern annual budgets, rolling forecasts, multi-year long-range plans, growth scenario modeling, and headcount/investment projections aligned to CS strategic goals
• Govern capital allocation & ROI framework for CS investments: support headcount management, tooling, services scaling evaluations, and growth projects through NPV/IRR modeling, payback analysis, and post-investment ROI tracking to ensure highest-return resource allocation
• Oversee high-risk AR & reserve management plus pricing/unit economics: escalate >90-day super-delinquent accounts for recovery (CS/Sales coordination, relationship-preserving tactics); model bad debt reserves, monitor DSO; drive pricing/packaging governance for CS expansions/renewals and own unit economics deep-dive (cost-to-serve, LTV proxies, cohort gross margin decay, contribution margin by contract type)
• Co-own key CS business drivers: renewals, land & expand, adoption, churn prevention, NRR, gross margin expansion, services delivery profitability, upsell/cross-sell velocity, cost-per-renewal efficiency, professional services margin realization
• Design and lead all the CS finance & operational cadences — owning and facilitating all weekly pacing meetings across CS functions and regions — (weekly business reviews, QBR planning, renewal sessions, services pipeline reviews, etc.)
• Own productivity play identification, prioritization, and implementation to optimize operations, resource efficiency, and cost-to-serve; partner on headcount planning, capacity modeling, resource allocation, and gross margin improvement initiatives (contract economics, reduced concessions, operational leverage)
• Support CS leadership meetings: provide actionable insights/scenario modeling for lifetime value maximization; monitor/optimize services economics (revenue/cost per hour, realization rates, project profitability); manage budget over/under-runs with corrective actions and re-forecasting
• Partner proactively with Sales, Commercial Ops, and Legal throughout the deal cycle (early structuring → finalization) to identify risk/margin/cash-flow/execution issues; provide direct input on structuring, pricing, terms, concessions; maintain ongoing advisory connectivity on deal models, pricing frameworks, discounts, ramps, usage-based constructs, policy evolution; collaborate closely with Legal
• Serve as central CS point of contact for all commercial/risk matters; conduct detailed pre-execution review and mitigation of commercial terms (T&Cs, pricing deviations, payments, SLAs, liability, multi-year commitments); identify/address financial/cash-flow/credit/contractual risks before CS handoff
• Act as final sign-off/escalation point for non-standard/high-risk terms; translate signed agreements into reliable CS forecasts, operational plans, resource requirements for alignment across Sales/Legal/CS
• Lead structured feedback loop from CS execution back to Sales/Commercial Ops/Legal: analyze problematic deals, diagnose root causes in structuring/assumptions, drive preventive improvements to guidelines/templates/pricing/approvals/risk frameworks — ensuring continuity between sold and profitably executed/collected
• Act as custodian of all CS finance & operations data: own governance, integrity, quality, single source of truth, access controls, master data management, cross-functional reliability
• Design/build/maintain comprehensive self-service dashboards & KPIs (Looker/Tableau/etc.) covering revenue health, productivity/efficiency, margin/economics, services delivery, operational metrics (ARR variants, cost-to-serve, revenue per FTE, services realization/utilization, project margins, budget variance, backlog/conversion, etc.)
• Automate manual processes (revenue waterfalls, forecasting templates, variance tracking, productivity reporting, services invoicing reconciliation)
• Champion data-driven decision making across CS by delivering reliable, timely, actionable insights accessible to all levels

Required Qualifications:

• Bachelor’s degree or diploma in a relevant field from an accredited university or college
• 10+ years progressive SaaS finance/commercial operations experience, ideally blending Commercial Finance and Customer Success/Post-Sales
• Proven track record owning revenue-to-gross-margin P&L in customer-facing unit
• Deep SaaS metrics knowledge (ARR, NRR, churn, CAC payback, gross margin)
• Strong commercial acumen: reviewing/structuring/risk-assessing complex B2B contracts/pricing
• Strong operational acumen: Productivity, KPIs, etc..
• Strong communication skills in English
• This role requires around 10% travel globally

Desired Characteristics:

• Advanced modeling (Excel/Google Sheets), SQL proficiency, BI tools (Looker/Tableau/Power BI)
• Excellent judgment balancing commercial speed with financial/operational discipline
• Cross-functional executive influence without direct authority
• CPA/CFA/MBA/Masters a plus (not required)

Additional Information