Job Description
The Revenue Operations Analyst will play a pivotal role in shaping and optimizing the systems, data, and processes that drive our go-to-market (GTM) performance. This role sits at the intersection of Customer Success, Account Management, Professional Services, and Support, helping to unify operational visibility and drive measurable improvements in retention, expansion,
and delivery.
Initially, this role will focus on improving gross retention, supporting the AM team in achieving expansion revenue goals, and improving on-time delivery for Professional Services. It’s an ideal opportunity for a technically fluent, datadriven operator who thrives on building scalable systems and influencing change across teams.
Phocas is at an exciting inflection point — scaling from $70M toward $250M ARR while evolving our post-sales operations to support sustainable growth. Customer success, retention, and expansion are central to this strategy.
The Revenue Operations Analyst will be a key enabler in that journey, ensuring every GTM function (CS, PS, AM, Support) operates with connected data, clear metrics, and optimized processes. This role will be instrumental in building a 360°
view of the customer, deploying new operational tools, and aligning post-sales motions to business goals.
Why This Role Matters
• Retention & Growth: Improves customer lifetime value through better visibility, process design, and operational rigor.
• Efficiency & Predictability: Creates reliable systems for forecasting, delivery, and expansion.
• Customer Experience: Ensures operational excellence translates into faster time-to-value and higher satisfaction.
• Scalability: Builds the infrastructure for post-sales performance management across functions.
Team Structure & Growth Plan
Reporting to the VP of Revenue Operations, this role will collaborate closely with leaders in Account Management, Customer Success, Professional Services, and Support. It’s a highly cross-functional position with the potential to evolve into broader RevOps leadership as Phocas’ GTM organization matures.
As new tools and processes are implemented, the role will also guide the adoption of CX platforms, PSA systems, and support tools to create an integrated operational ecosystem.
What You Will Be Responsible For
• Deploy and maintain a 360° customer data view for CS and AM teams to improve relationship management and retention.
• Design, launch, and iterate Customer Experience (CX) playbooks using data-driven triggers and automation.
• Manage the Professional Services forecast motion to improve on-time delivery, accuracy, and cost visibility.
• Participate in the selection and deployment of new CX, PSA, and support platforms—ensuring the right systems are implemented for longterm scalability.
• Partner across GTM functions to establish visibility into core KPIs for performance management.
• Identify and act on insights that improve funnel conversion, velocity, and average selling price (ASP).
Who We Are Looking For
• Proven experience in Revenue Operations, GTM Operations, or PostSales Operations in a SaaS or technology company.
• Strong understanding of post-sales KPIs such as retention, expansion, delivery accuracy, and CSAT.
• Ability to work cross-functionally with senior stakeholders in highperformance environments.
• Technical fluency in managing RevOps or post-sales tech stacks—from vendor selection through implementation.
• High EQ and collaborative mindset, with a track record of influencing without authority.
• Analytical, systems-oriented, and comfortable translating data into business insights.
Bonus if You Have
• Experience implementing or managing CX, PSA, or support platforms (e.g., Gainsight, Totango, Kantata, Zendesk).
• Prior experience driving retention and expansion programs in B2B SaaS.
• Familiarity with forecasting and performance management frameworksfor post-sales teams.
• Exposure to customer lifecycle design or operational scaling initiatives
Why Phocas?
Phocas Software is a profitable, growing SaaS company with a loyal customer base and a category-leading product. With a clear path toward scaling from $70M to $250M and a reimagined GTM structure, this is a prime moment to join and shape the future of how we deliver value to customers.
We know that fun is different for everyone. So, if you want to try out innovative approaches to sales, lead a project, save the planet, or spend more time with your favourite people outside work, you’ll have our full support.
As long as you’re doing what brings you joy, the rest falls into place. Think less stress, higher performance, more energy and all-round nicer human. Your friends and family will be delighted.
Create your happy place
Benefits
Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k, IRA)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off (Vacation, Sick & Public Holidays)
Family Leave (Maternity, Paternity)
Short Term & Long Term Disability
Training & Development
Work From Home
Wellness Resources
Phocas is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.
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