Client Success Operations Specialist

About Contour

Contour Software

has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years.

As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers.

What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started!

Division:
Jonas Club ERP is the industry leader in enterprise software for private clubs. Serving over 2,200 clubs in 17+ countries, Jonas Club ERP helps streamline operations and deliver exceptional member experiences. This role is part of Jonas’s global support team, focused on delivering world-class customer service for a suite of products trusted by golf clubs, country clubs, city clubs, and hospitality venues.
Division Link:

https://www.jonasclub.com/

About the Position

We are seeking a highly detail-oriented and process-driven Client Success Operations Specialist to support the operational backbone of the Client Success function.

This role plays a critical part in protecting recurring revenue, ensuring Salesforce data integrity, maintaining lifecycle accuracy, and supporting renewal and reporting workflows. The position works closely with Client Success, Billing, Finance, and A/R teams to ensure disciplined execution across renewals, offboarding, revenue adjustments, and reporting processes.

Success in this role requires operational rigor, strong analytical capability, cross-functional coordination, and a deep understanding of how structured processes impact revenue retention and financial performance.

What Success Looks Like

Renewals are processed accurately and on time with zero revenue leakage
Salesforce data remains clean, reliable, and audit-ready
Billing and contract records are aligned and reconciled
Reporting provided to leadership is accurate, timely, and actionable
Offboarding and account changes are executed seamlessly with no downstream impact
Cross-functional stakeholders experience strong operational partnership

Key Responsibilities

Renewal Operations & Revenue Accuracy

Update renewal pricing and contract terms for all renewing clients on a monthly basis
Reconcile renewal data with Billing to ensure invoicing accuracy and contract alignment
Maintain structured renewal tracking documentation to ensure timely and error-free execution

Reporting & Analytics

Produce recurring attrition, renewal, and portfolio reports for the Senior Director of Client Success
Prepare ad hoc executive-level reporting related to churn, revenue retention, and account trends
Ensure all reporting aligns with Salesforce data and revenue records

Client Offboarding & Revenue Adjustments

Execute operational offboarding for clients transitioning to dormant or terminated status
Update account status in Salesforce and internal systems to reflect lifecycle changes
Notify internal stakeholders to ensure cross-functional alignment
Coordinate billing stops and final reconciliations with Finance
Update revenue forecasts, attrition tracking, and reporting accordingly

Module & Account Changes

Create and distribute module listing and breakdown reports
Manage module removals, swaps, and adjustments
Ensure all changes are accurately reflected across contracts, billing systems, and Salesforce

Salesforce Data Integrity

Maintain complete, accurate, and reportable Salesforce records
Monitor data inputs to preserve dashboard and reporting reliability
Partner with Client Success Managers to resolve discrepancies and enforce governance standards

Accounts Receivable Support

Partner with A/R and Billing teams to monitor payment compliance
Flag delinquent accounts to Client Success leadership
Support structured follow-up processes to drive timely resolution

Skills & Qualifications

Core Competencies (Must Have)

Process Management – Designs, follows, and improves structured workflows to ensure consistent, scalable execution
Attention to Detail – Produces accurate, high-quality work by validating data and identifying discrepancies
Business Acumen – Understands how operational execution impacts revenue, retention, and financial performance
Managing & Measuring Work – Establishes clear tracking mechanisms and accountability standards
Systems Perspective – Recognizes cross-functional interdependencies and anticipates downstream impacts
Analytical Capability – Ability to interpret attrition, renewal, and revenue-impact data
Professional Communication – Strong written and verbal communication skills

Education & Experience

3–5+ years of experience in Client Success Operations, Revenue Operations, or a related operational role within a SaaS or subscription-based environment
Experience supporting renewal workflows, billing reconciliation, and revenue-related processes
Strong proficiency in Salesforce, including reporting and data governance
Experience working cross-functionally with Billing, A/R, Finance, and Client Success teams
Bachelor’s degree in Business, Finance, Operations, or a related field (or equivalent professional experience)

Preferred Qualifications

Experience supporting revenue retention metrics (Gross Retention, Net Retention, churn reporting)
Familiarity with SaaS licensing or module-based pricing models
Exposure to financial reconciliation or revenue operations environments
Experience preparing executive-level reporting

What You Will Bring:

A strong sense of responsibility and customer care
Willingness to learn and grow in a global support environment
Respect for processes, quality standards, and teamwork
Professional communication and a positive attitude

Work Schedule & Availability:

Training Schedule: 9:00 AM – 5:00 PM EST (6:00 PM – 3:00 AM PKT)
Post-Training Schedule:

Ability to work rotating 24/7 shifts, including evenings, weekends, and holidays, as business needs require

Exciting Benefits we offer:

Market-leading Salary
Medical Coverage – Self & Dependents
Parents Medical Coverage
Provident Fund
Employee Performance-based bonuses
Home Internet Subsidy
Conveyance Allowance
Profit Sharing Plan [Tenured Employees Only]
Life Benefit
Child Care Facility
Company Provided Lunch/Dinner
Professional Development Budget
Recreational area for in-house games
Sporadic On-shore training opportunities
Friendly work environment
Leave Encashment

Disclaimer: At Contour, we attribute our success to the unique contributions of our diverse staff. We’re committed to fostering a culture of respect that thrives on the varied perspectives and experiences of all individuals we recruit, employ, promote, and compensate. Since day one, we’ve adhered to a policy that champions a work environment honoring the worth and dignity of each person while being free from all forms of employment discrimination.

In our continuous effort to promote inclusivity, we extend our commitment to individuals with special needs by providing reasonable accommodations. We actively encourage qualified individuals with special needs to apply for the various openings within our company. Should you require assistance in completing the application process or have any inquiries regarding special facilities, please do not hesitate to contact our HR team. Your unique talents and abilities are welcomed and valued here.

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