Post Sales Operations Manager

What You'll Do

• Own the post-sales data model in Salesforce: account health scoring, renewal tracking/opportunity management, and Post-Sales activity, built to scale as our customer base grows
• Design and maintain the renewal pipeline: stage definitions, forecasting methodology, and the infrastructure that supports accurate gross and net revenue retention reporting
• Build the customer health framework: define the inputs (product usage, engagement signals, support activity, executive sponsorship), instrument the data capture, and surface actionable dashboards for ICs and leadership
• Partner with Finance and Legal on contract infrastructure: renewal schedules, multi-year deal tracking, consumption monitoring for usage-based components, and the quote-to-renewal workflow
• Own CS team performance reporting: book of business coverage, QBR completion rates, time-to-value metrics, and CSM capacity modeling as the team scales
• Support the post-sales technology stack: CRM configuration, CS tooling (Gainsight, Vitally, or equivalent), and integrations that surface product usage data alongside account data in a single view
• Partner with the Sales Ops and Systems teams on handoff process design: what a clean closed-won renewal looks like, how onboarding milestones get tracked, and where Sales ends and CS begins in the data model
• Contribute to executive-level revenue reporting: GRR, NRR, logo retention, and cohort analysis that connects post-sales performance to company-level outcomes

What We're Looking For

• 5+ years in a CS Operations, Revenue Operations, or Sales Operations role at a B2B SaaS company, with direct ownership of post-sales infrastructure
• Strong Salesforce proficiency & experience building or administering a CS platform, including health score configuration and playbook automation
• Comfort working across contract data, consumption data, and CRM data to produce clean ARR and NRR reporting
• Strong analytical instincts: you can build a cohort retention model, spot a data integrity issue, and explain both to a CS leader
• Experience supporting a renewal forecasting process: you understand the mechanics of a renewal pipeline and what makes forecast data trustworthy
• Exceptional cross-functional communication skills; you operate comfortably at the intersection of CS, Finance, and RevOps
• Experience in a high-growth B2B SaaS company, ideally selling into enterprise or institutional buyers
• Bonus Points: Familiarity with consumption-based or hybrid billing models and the operational complexity they introduce for renewal tracking Exposure to professional services or advisory revenue operations: onboarding tracking and how services revenue maps to the CRM Experience contributing to a BI layer for post-sales reporting (Sigma, Looker, Tableau, or similar)
• Prior experience standing up a CS ops function from scratch or during a period of rapid team growth