Chief of Staff, CCO

Responsibilities

• Customer revenue metrics: In partnership with Finance, which owns ARR and financial reporting, to ensure customer metrics (ARR movement, gross and net revenue retention, renewal rates on up for renewal revenue, cohort views and churn drivers) follow Thoma Bravo standards and best-in-class methods. Translates those…
• Executive and board narrative: Prepares the CCO's materials for the executive leadership team, board, Thoma Bravo operating reviews and QBRs, framing performance, risk and investment asks in terms of business outcomes. Ensures what the board sees reconciles to how the organization operates.
• Renewal and retention reporting: Owns renewal rate reporting and variance analysis of the official forecast against plan and actuals, explaining the drivers behind the numbers.
• Renewal and retention plan and resource models: In partnership with Finance, builds the customer organization's annual renewal and retention plan (historical baselines, renewal rate assumptions and targets) and the headcount, coverage-ratio and capacity models tied to book-of-business segmentation.
• Customer health and signals: Delivers the customer health scoring model and churn and risk analysis.
• Customer reporting requirements and CCO analysis: Sets the customer organization's reporting requirements across Salesforce, the data warehouse and BI tools, aligned with Finance's metric definitions, which Systems & Operations and Data & Analytics build to. Handles the CCO's own analysis and reporting requests.
• Cross-functional Alignment: Works with Revenue Operations and CRO leadership team to align on strategies and reporting for improving Net Retention Rate. Works with the Product Strategy team to align on churn analysis and forecasting by product.

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