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About the Role

We are seeking a BizOps Functional Ops Manager to lead Multiplier’s customer health and retention engine. This role involves connecting insights to actions and developing segmentation strategies to ensure our global customer base thrives and grows. You will serve as the liaison between Revenue Operations, Finance, GTM Data & Analytics, Product, and Customer Success, integrating retention forecasting, churn prevention, capacity modeling, and health scoring to maximize Net Revenue Retention (NRR) and operational efficiency.

Responsibilities

Build weekly retention forecasting motion.
Own end-to-end retention forecasting models (CSM-led + Data Science-led) to create a CCO retention ‘call’ for weekly forecasting cadence.
Move the company from reactive reporting to proactive, high-accuracy predictability regarding renewals, upsells, and churn.
Lead insights > actions by building CLM performance reporting and translating it into clear, actionable strategies for Customer Success and post-Sales teams.
Identify why customers/cohorts are at risk and mobilize cross-functional owners.
Own target setting and compensation design for the Customer Success organization to align CSM behavior with NRR goals.
Build the 'Single Source of Truth' for performance reporting, developing dashboard(s) that track team attainment and correlate CSM activity to long-term revenue durability.
Lead capacity & resource modeling by building data-driven capacity planning for the Success team to maximize customer experience and NRR.
Determine when and where to hire based on segmentation strategy (customer ratios, complexity, and projected growth) to ensure a seamless customer experience.
Iterate on customer health framework by assessing the current impact of 'Customer Health Score' and iterating on v.2 to drive improved impact.
Integrate product usage data, support ticket trends, and payment behavior to identify predictive churn risks.

Requirements

7-10+ years of experience in BizOps, Revenue Operations, or Management Consulting, specifically within a high-growth B2B SaaS environment.
Expertise in building complex models (Excel/SQL/Tableau) that translate raw data into actionable retention strategies.
Proven track record of building predictive 'Early Warning Systems' and health frameworks that directly impacted NRR.
Experience modeling headcount and resource needs against aggressive scaling targets.
Familiarity with Salesforce, Gainsight (or similar CSPs), and data visualization tools.
Ability to tell a story with data that aligns Revenue Operations, Finance, and Customer Success toward a unified goal.

Skills

Excel
SQL
Tableau
Salesforce
Gainsight
Data Visualization

Experience Level

7-10+ years

Benefits

Strategic Influence: Direct impact on Multiplier’s most critical metric: Net Revenue Retention.
High Visibility: A seat at the table for high-stakes planning cycles and GTM strategy sessions.
Autonomy to Build: The freedom to design BizOps processes from the ground up in a well-funded, fast-moving startup.
Mission-Driven Growth: Competitive compensation and the chance to shape the future of global work.

About the Company

At Multiplier, we’re pioneering the future of global employment. Our platform empowers companies to hire and manage talent anywhere in the world — while simplifying compliance, payroll, and benefits. Backed by Sequoia, DST, and Tiger Global, we’re transforming how companies scale globally.