Revenue Operations Manager (Post Sales)

About the role

We are seeking a strategic Revenue Operations Manager - Post Sales to optimize our post-sales operations, spanning Account Management, Implementation, and Customer Success. You will support go-to-market operations through project management and data analysis, collaborating with cross-functional teams to streamline processes, drive revenue retention and expansion, and enhance customer satisfaction. This role reports to the Director of Business and Revenue Operations.

Responsibilities

• Partner with the BizOps team to design, monitor, and optimize the post-sale handoff, ensuring no customer data or momentum is lost after the contract is signed.
• Utilize advanced data analysis techniques to identify trends, patterns, and insights within sales and revenue data, providing actionable recommendations to optimize performance and drive revenue growth.
• Own renewals and expansion operations, including forecasting, timeline tracking, and churn analysis.
• Design and maintain customer health scoring and journey mapping frameworks.
• Own the NPS / voice-of-customer program, structuring feedback loops back to product, engineering, and sales teams.
• Support headcount and capacity planning for the post-sales book of business based on customer-to-CSM ratios and implementation volumes.
• Continually monitor data quality and completeness across Planhat and Salesforce.
• Develop and maintain key performance metrics and dashboards to track the effectiveness of sales operations initiatives and drive informed decision-making.
• Define and deploy new processes and systems to drive increased post-sales productivity and customer time-to-value, and drive adoption across front-line teams.
• Lead and execute projects aimed at enhancing post-sales support operations, from system implementations to process improvements, in a fast-paced startup environment.
• Ensure all system changes meet business requirements and provide proper documentation for education and compliance purposes.

Key Projects (First 6 Months)

• First 3 months:
  • Audit and document existing post-sales processes across Account Management, Implementation, and Customer Success.
  • Assess current data quality and consistency across Salesforce and Planhat, and propose a data-remediation plan.
  • Build the first version of the playbook library, starting with the 1-2 highest-impact customer moments.
  • Establish a recurring reporting cadence to operations and post-sales leadership and begin designing an automated-renewal process.
• First 6 months:
  • Analyze customer data to identify upsell and expansion opportunities, and build a forecasting and tracking process for expansion revenue.
  • Design and implement a semi-automated renewal process with defined touchpoints inside Planhat.
  • Own the renewal process end-to-end, managing execution through guided checkpoints across Account Management and Customer Success.
  • Partner with Customer Success leadership to identify onboarding friction points and propose a plan to reduce time-to-value.

What Success Looks Like

• Faster onboarding and time-to-value for customers.
• Increased accuracy in renewal and expansion forecasting.
• Increased revenue retention based on provided insights.
• Higher adoption of standardized post-sales processes.
• Improved visibility into customer health and operational performance.
• Cadenced reporting with actionable insights to leadership.

Requirements

• 3-5 years of experience in Revenue Operations, Customer Success Operations, or Sales Operations in a B2B SaaS environment.
• Hands-on experience administering post-sales platforms (specifically Planhat, Gainsight, ChurnZero, or similar) combined with a strong working knowledge of Salesforce.
• Strong understanding of SaaS post-sales financial metrics (NRR, GRR, LTV, Logo Churn, Time-to-Value).
• Bachelor's degree in Business Administration, Finance, Economics, or a related analytical field (or equivalent practical experience).
• Proven experience in data analysis, showing an ability to draw actionable insights from raw CRM/CSM data.
• Strong project management skills, with the ability to gather highly granular requirements, prioritize tasks, manage timelines, and drive projects to completion in a dynamic startup environment.
• Excellent communication and interpersonal skills, with the ability to translate technical concepts to business stakeholders and vice versa.
• High attention to detail and a commitment to delivering highly accurate forecasting and reporting.

Skills

• Post-Sales Operations & Process Optimization:
  • Design, documentation, and refinement of operational processes for scalability and consistency.
  • Establish playbooks, process adherence metrics, and best practices for retention, expansion, and customer satisfaction.
  • Contribute to customer health scoring models and map touchpoints across the full customer journey.
  • Understand interconnectedness of departments and processes to drive strategic decision-making.
• Renewals & Expansion:
  • Build and maintain renewal forecasting, track renewal timelines, and coordinate with Finance.
  • Run churn analysis to identify systemic risk.
  • Identify upsell/cross-sell opportunities from account data and support execution teams.
• Data & Systems Administration:
  • Ownership of the backend of Customer Success Platforms (e.g., Planhat) to manage workflows, views, and playbooks.
  • Translate complex business needs into technical requirements for Salesforce development and API integrations.
  • Track and analyze CS-specific metrics such as NRR, GRR, and time-to-value.
  • Build reports and dashboards across post-sales systems for leadership visibility.
  • Monitor and improve data quality, consistency, and completeness to prevent operational bottlenecks.
  • Use AI tools to automate workflows, generate documentation, and improve operational efficiency.
• Project Management:
  • Gather and document highly granular system and operational requirements.
  • Negotiate and mediate between cross-functional stakeholders with competing priorities.
  • Coordinate revenue operations projects, ensuring roadmap alignment with business objectives.

Tools

• Planhat
• Salesforce
• Hubspot
• Gong + Engage
• ZoomInfo
• LinkedIn Sales Navigator
• Chilipiper
• Intercom

Location

Fully remote. We prioritize finding the best talent regardless of location.

Pay

Full compensation packages are based on candidate experience and certifications.

• Washington: $115,000 USD - $164,000 USD
• California: $115,000 USD - $164,000 USD
• New York: $115,000 USD - $164,000 USD
• Other U.S. locations: $115,000 USD - $164,000 USD

Benefits

• Base salary and equity compensation.
• Unlimited PTO with strong encouragement to unplug and recharge.
• 401K with immediate vesting and a 4% company match.
• $500 home office stipend.
• Choice of PC or Mac laptop.
• Slack channel notifications turn off after 5 pm based on your time zone.
• Annual company in-person events and quarterly in-person connects.
• Health, dental, and vision coverage for employees and dependents.
• 12 weeks of parental leave and 1 year of free diapers and wipes with Honest.
• $100 quarterly paid wellness stipend.
• Pet insurance discount.
• Two Hypercharge weeks of rest where the company closes (July & December).