Sales Operations Manager - Retention

We’re a leading business management solution with a core purpose: helping more businesses in Australia and New Zealand start, survive and succeed.

At MYOB, we believe what’s good for one business is good for all business—and for all of us. Whether you support them, work for them, or dream of building your own, when businesses run smoothly, everybody feels it. Owners, employees, customers, suppliers—even families. That’s why we’re here: to give every person in business the tools they need to focus on what really matters and do Big Things—whatever big looks like for them.

And for you? Joining MYOB means being part of that impact. It means using your skills to help businesses thrive, shaping the future of work, and growing alongside the people and communities we support. Because while we’re the business of software, we’re really in the business of people. And that makes MYOB Everyone’s Business.

We’re looking for a Sales Operations Manager to be the operational engine behind our Customer Success and Retention teams. This role partners closely with leaders to shape process, insights, tooling, and planning so we can scale a repeatable, data-led approach to retention and expansion. While it’s an individual contributor role, you’ll lead cross-functional initiatives, influence at multiple levels across MYOB, and help turn customer outcomes and long-term value into a disciplined operating rhythm.

- Act as a strategic operational partner to Customer Success and Retention leaders, bringing structure, insight and rigour to how these teams plan, execute and scale week-to-week.

- Design and own revenue and retention insights, building and managing dashboards and reporting across metrics like NRR, GRR, churn, expansion and product adoption to enable fast, data-led decisions.

- Lead retention forecasting and planning, partnering with Finance and leadership on forecasting, cohort analysis and customer segmentation to inform planning cycles and investment decisions.

- Drive sales and post-sales data stewardship, working with Customer Success and Retention Managers to maintain high-quality data across systems for accurate reporting, territory planning and customer health monitoring.

- Design and optimise post-sale processes, identifying gaps and inefficiencies across renewals, risk flagging and health scoring, and leading the rollout and adoption of improved, compliant and consistent ways of working.

- Own and optimise the sales tech stack, maximising the value of tools like Salesforce, Gainsight (or equivalents) and related systems, while collaborating closely with Sales, Marketing, Product and Finance to align on customer experience, feedback loops and upsell opportunities.

- Expereince in Sales Operations, Revenue Operations or Business Operations, ideally within a SaaS or technology business with a strong Customer Success motion.

- Proven track record partnering with Customer Success, Renewals or Account Management teams, developing and implementing strategies that improve retention, expansion and demonstrate clear ROI.

- Deep expertise with Salesforce and related GTM tools, such as Gainsight, ChurnZero, HubSpot, Excel/Sheets and BI tools like Power BI.

- Strong analytical and commercial mindset, able to turn data into insight and action, and just as comfortable deep in the detail as you are presenting to senior leadership.

- Highly organised operator and influencer, experienced in driving cross-functional initiatives without direct authority, managing multiple priorities and stakeholders in a fast-paced, agile environment.

- Excellent communicator and relationship builder, with experience working alongside sales, service, consulting, support and operational teams; experience in or with the accounting industry is a plus.