Manager, Revenue Operations (Customer Services)

About the Opportunity

The company empowers the modern workforce to make smarter security decisions every day. Trusted by more than 70,000 organizations worldwide, this organization is the pioneer of digital workforce security, securing both AI agents and humans. The platform provides attack simulation and training, collaboration security, and agent security powered by AIDA (Artificial Intelligence Defense Agents) and a proprietary Risk Score. The platform leverages 15-years of behavioral data to combat advanced threats including social engineering, prompt injection, and shadow AI. By securing humans and agents, the company leads the industry in workforce trust and defense.

Key Responsibilities

• Onboarding Optimization & Standardization
• Review the SMB and Mid-Market onboarding process end to end, identifying friction points that delay activation and opportunities to improve efficiency.
• Partner with Onboarding leadership and subject matter experts to gather requirements and globally standardize the onboarding motion and customer experience.
• Integrate the onboarding motion across Global Customer Services and Customer Success, ensuring clean handoffs and full visibility across functions.
• As the key liaison to IT to implement new processes and workflows across core systems of record (Salesforce, PSA, Zendesk, and others).
• Define, track, and report on operational metrics including attach rate, time-to-value (TTL/TTV), throughput, utilization, and adoption and retention impact.
• Professional Services Delivery & Lifecycle Management
• Support the design, packaging, and pricing of new Professional Services offerings in partnership with Product, Operations, IT, and Finance.
• Build the operational processes to launch new offerings, from requirements and design through deployment and ongoing performance measurement.
• Own the systems that manage the full services delivery and quote-to-cash lifecycle — from pipeline and deal closure through delivery, billing, and revenue recognition.
• Provide performance metrics across project backlog, execution, resource and capacity management, utilization, bookings, and project margin.
• Technical Account Management Enablement
• Support the design, packaging, and pricing of the Technical Account Management offering in partnership with Product, Operations, IT, and Finance.
• Build the operational processes to launch new TAM offerings, from requirements through deployment and measurement.
• Track customer engagement activity and key milestone completions (e.g., health checks, QBRs) to measure productivity and engagement.
• Collaborate with TAM leadership, Product, and IT to develop Technical Health scoring that enables proactive risk mitigation.
• Business Reviews & Continuous Improvement
• Leverage operational reporting and metrics to deliver monthly and quarterly business reviews across all Customer Services functions.

Required Qualifications

• Bachelor's degree or equivalent work experience
• 5 - 8+ years in Services Operations or Customer Success at a SaaS/AI company, or a related analytical/operations role
• Experience running Services Operations and implementing and managing PSA solutions and Salesforce
• Strong process design skills. Able to map a workflow, find the bottleneck, and build a better one
• Experience with resource and capacity planning and workload management
• Working knowledge of CRM and CS platforms (e.g., Certinia, Salesforce, Gainsight, or similar)
• Expertise building executive-summary operational reports and dashboards
• Familiarity with services/professional services business models, including pricing, packaging, and revenue tracking
• Excellent cross-functional communication across Customer Services, Customer Success, Product, IT, and Finance
• Bias toward scalable processes, well-defined solutions, and documentation
• Ability to manage multiple projects at the same time in a fast-paced environment

Additional Information

The organization offers company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and certification completion bonuses — all in a modern, high-tech, and fun work environment.

The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.