Customer Revenue Operations Lead

Job Title: Customer Revenue Operations Lead (Professional services and Customer Retention)

Department: Revenue Operations
Reports to: VP, Revenue Operations
Location: Lisbon. (Hybrid) 

About Us 

Cyncly is a global technology powerhouse with 2,400+ employees and 70,000+ customers across 100+ countries. Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end-to-end software solutions connect professional designers, retailers and manufacturers to the world's largest repository of product content. Today, our business spans across the Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring industries with operations in North & South America, Europe, Asia Pacific and Africa.

Cyncly brings over 30 years of experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch, providing the best possible customer experience.

Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions, backed by leading growth private equity firms specialized in technology.

Opened in 2025, our Lisbon Regional Operation Center has grown to over 50 employees within less than ten months, with ambitious plans to expand to 300 employees by 2027.

About the role

We are hiring a Customer Performance Partner to enable data orientated performance outcomes across Consulting (Professional Services) and Customer Success teams. This role is focused on improving how we engage with our customers — by driving consulting revenue, reducing churn, and supporting efficient, value-driven post-sale delivery.

Reporting to the VP of Revenue Operations, and working in close partnership with the Chief Customer Officer, this role blends insight, strategy, and operational execution to influence customer-facing outcomes. You will manage a small team (1 direct, 1 indirect) and collaborate with the GTM Reporting & Forecasting team to ensure consistent data structures and reporting standards.

Your performance goals will be directly tied to the outcomes of the teams you support, making this role highly collaborative, hands-on, and results-oriented. You will leverage data structures and frameworks run by GTM Reporting & Forecasting Team to ensure consistency in reporting and analytics across the business as well as focusing you on actions to change performance outcomes. You will need to also get your hands dirty bringing new approaches into existence before institutionalising through wider revenue operating structures.

Key Responsibilities:

Customer Office Performance Enablement

• Act as a strategic advisor to Customer Success and Consulting leadership teams.
• Translate business goals into measurable KPIs tied to revenue retention, service delivery, and customer engagement.
• Deliver performance insights that drive clear actions and improvements across customer lifecycle touchpoints.

Consulting & Churn Performance Insights

• Leverage standardized data structures to monitor:
  Consulting (professional services): utilization, backlog, forecasting accuracy and delivery efficiency.
  Churn: retention trends, root cause analysis, and customer health metrics.
  Post-sale expansion opportunities with both GRR and NRR impacts.
• Build clear narratives to inform leadership decision-making and resource planning.

Forecasting and Planning

• Lead and support accurate forecasting for consulting revenue and churn/retention, working closely with partner teams to validate assumptions.
• Provide early visibility into risk and opportunity signals across key customer segments.
• Ensure alignment with GTM Reporting & Forecasting frameworks for consistent and trusted data outputs.

Data Process & Governance Support

• Contribute to the development of data definitions, frameworks, and processes that underpin performance reporting and forecasting.
• Work with the GTM Reporting & Forecasting team to refine and evolve data models that support Consulting and Customer Success performance.
• Ensure adoption of consistent definitions across teams to enable scalable and comparable reporting.

Stakeholder Engagement

• Build trusted relationships with senior leaders across the Customer Office, including the Chief Customer Officer.
• Partner cross-functionally with Product, Sales, and Finance to align on shared outcomes and priorities.
• Lead performance reviews and contribute to senior leadership business reviews, planning cycles, and operational cadences.

Team Management

• Lead and develop a small team:
  1 direct report focused on consulting analysis and delivery.
  1 indirect report focused on churn and retention reporting data pathways.
• Set clear objectives and foster a culture of accountability, collaboration, and results.

Success Metrics

Performance will be evaluated based on:
Consulting revenue growth and delivery margin
Churn reduction and retention improvements
Forecast accuracy (churn and consulting)
Stakeholder adoption and trust in performance insights
Operational improvements across post-sale functions

Required Qualifications and Experience

• Bachelor's degree in Business, Finance, Data Analytics, or related field
• 5+ years in Customer Success Ops, Professional Services Ops, Revenue Operations or related roles
• Strong working knowledge of consulting metrics that drive effective and efficient delivery.
• Strong working knowledge of churn/retention SaaS metrics.
• Proven experience supporting and refining data processes, definitions, and frameworks
• Exceptional stakeholder management and communication skills
• Strong lateral thinking and business judgment in complex environments
• Advanced Excel skills required; Power BI or similar BI tools a plus

Working for us

At Cyncly, we call our team OneCyncly, a reflection of how we work together as one, united by our purpose: powering businesses that bring spaces to life. Our strength comes from our diversity of experiences, perspectives, and skills — and we thrive when we work together with openness, trust, and respect.

Here, you'll join a group of colleagues who take ownership, solve problems, and focus on making an impact. We embrace curiosity, welcome new ideas, and see mistakes as opportunities to learn. You'll have the freedom to work flexibly and autonomously, supported by teammates and leaders who are committed to your growth.

We celebrate the different ways people contribute and encourage everyone — from every background — to bring their authentic self to work. Because when we collaborate, challenge each other, and share what we know, we build something better together.

If you want to work in a place where your ideas matter, your growth is valued, and your work shapes the spaces people live, work, and play in — come join us.