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Demandbase is a pipeline AI platform for B2B GTM teams, enabling account-based marketing and revenue automation at scale. The company serves thousands of enterprises and is recognized as a best place to work in the San Francisco Bay Area.
You will serve as the operational and analytical backbone of the Customer Experience organization, owning systems, processes, and insights that power Customer Success, Professional Services, and Growth/Account Development teams. This is a hands-on role combining systems expertise, analytical rigor, and business acumen to translate data into revenue-driving decisions.
Key Responsibilities:
- Primary administrator for ChurnZero platform: configuration, health scoring, automation workflows, and digital touch program execution
- Administer Rocketlane for implementation and onboarding project tracking with data integrity focus
- Strategize and support Growth Account Teams on reporting, account plans, and book-of-business management
- Manage system enhancement requests with RevOps partners across GTM systems (Salesforce, Gong, Worktao, etc.)
- Establish and maintain customer digital touch motions and automation plays
- Develop at-risk signals and automations for Account teams
- Serve as data steward for customer data hygiene in CRM and ChurnZero
- Optimize territory and account assignment logic across CS, PS, and GAD teams
- Drive churn analysis to identify risk patterns and inform retention strategies
- Model commission structures and expansion forecasts across the customer portfolio
- Develop performance KPIs and quarterly forecasting models for Growth and Renewals
- Build and maintain financial reporting, account management dashboards, and proactive insights for CX and GAD leadership
- Model customer whitespace analysis to surface expansion opportunities
- Identify, design, and implement AI-driven automations to improve operational efficiency
- Partner cross-functionally to scale automation initiatives beyond manual workflows
- Model Professional Services capacity and project utilization metrics
Requirements:
- 5-7 years of experience in RevOps, CS Ops, Sales Ops, or related operations function, ideally in B2B SaaS
- Direct technical administrative experience with ChurnZero, Rocketlane, or Gong (or comparable platforms)
- Strong proficiency in Excel/Google Sheets; working knowledge of SQL and/or BI tools (Tableau, Looker, Power BI)
- Demonstrated experience building forecasting models or portfolio-level analytics
- Proven ability to partner cross-functionally with CS, PS, and Sales/GAD teams
- Experience with Salesforce or equivalent CRM
- Familiarity with AI/automation tooling for operational workflows
- Background supporting post-sale revenue motions
- Strong analytical and problem-solving skills with high attention to detail
- Ability to translate complex data into clear, actionable recommendations
- Comfortable operating in ambiguity and building processes from scratch
- Excellent stakeholder management and cross-functional communication skills
- Self-directed with strong project management capabilities across multiple concurrent workstreams
