Sr. Manager, Revenue Operations

About the role

As Sr. Manager, Revenue Operations, you will serve as a strategic operational partner to Implementation and Customer Success leadership. You will build scalable operating frameworks, KPI systems, forecasting models, and analytics capabilities that improve post-sale performance. The role combines executive-level strategy with hands-on execution, requiring you to turn ambiguous challenges into measurable operational improvements. You'll connect customer activity to retention, expansion, lifetime value, and revenue outcomes to guide high-impact investment decisions. You will also strengthen processes, systems, data integrity, and organizational cadences across rapidly evolving post-sale functions. Success requires strong analytical judgment, the confidence to challenge assumptions, and the ability to influence senior stakeholders without relying on formal authority. This is an opportunity to shape a developing Customer Success and Implementation operation within a fast-paced, remote-first SaaS environment.

Accountabilities

• Act as a strategic Revenue Operations advisor to Implementation and Customer Success leadership, helping translate business objectives into rigorous operational plans and measurable outcomes.
• Partner with senior leadership on annual and quarterly planning, developing bottoms-up plans grounded in operational and financial drivers.
• Own forecasting frameworks covering customer health, adoption milestones, churn risk, and expansion revenue potential, while tracking actual performance against plan.
• Lead monthly and quarterly business reviews by developing the narrative, identifying strategic gaps, and driving clear follow-up actions.
• Build financial models and business cases to support decisions around new programs, technology investments, resources, and headcount.
• Establish the operational foundation for Implementation, including funnel metrics, engagement rates, completion rates, office-hours activity, and downstream customer outcomes.
• Design and maintain KPI frameworks that define success across Implementation and Customer Success and establish the infrastructure required to measure performance.
• Build analytics that connect Implementation and Customer Success activities to retention, expansion, customer health, and other business outcomes.
• Identify operational gaps, workflow inefficiencies, reporting limitations, and data integrity issues, using evidence to recommend and prioritize improvements.
• Own the Revenue Operations relationship with customer support platforms such as Freshdesk, partnering with systems teams to improve architecture, workflows, adoption, and data quality.
• Establish process standards, documentation, handoff requirements, escalation frameworks, and renewal or expansion triggers to create consistency across post-sale teams.
• Develop customer health scoring, predictive churn signals, cohort analyses, engagement models, and revenue attribution frameworks.
• Oversee the operational performance of AI-enabled customer support capabilities, measuring deflection, resolution quality, customer satisfaction, and opportunities for improvement.
• Build early-warning systems that provide proactive visibility into customer risk before churn becomes inevitable.
• Translate operational activity into executive-level insights around customer lifetime value, retention, expansion, and revenue impact.
• Identify product gaps affecting customer outcomes and provide Product teams with structured, data-backed insights.
• Partner with broader GTM Strategy teams to incorporate post-sale intelligence into the overall customer lifecycle strategy.
• Lead and develop analysts or other team members, establish high performance standards, and foster a culture of ownership and continuous improvement.

Requirements

• 10+ years of professional experience across Revenue Operations, Customer Success Operations, GTM Strategy, or closely related post-sale functions within sophisticated organizations.
• Demonstrated success building or scaling Customer Success or Implementation Operations frameworks from foundational stages to mature, institutionalized capabilities.
• Strong analytical expertise, including retention modeling, cohort analysis, churn attribution, customer health scoring, forecasting, and business-impact measurement.
• Proven ability to connect implementation performance and customer engagement to measurable retention, expansion, revenue, or lifetime-value outcomes.
• Experience operating within PLG or hybrid SaaS models, with an understanding of the operational dynamics between self-service and high-touch customer motions.
• Strong familiarity with customer-facing platforms such as Freshdesk, Zendesk, Gainsight, Salesforce Service Cloud, or comparable systems.
• Exceptional ability to synthesize complex quantitative and qualitative information into clear strategies, recommendations, and executive-level narratives.
• Demonstrated ability to influence and challenge senior leaders using data, while building alignment across functions without relying on formal authority.
• Strategic thinker with strong operational depth who can establish long-term direction while remaining comfortable with hands-on execution.
• Strong people leadership capabilities, including developing analysts, setting high standards, delegating effectively, and building a culture of accountability.
• Highly proactive approach, with the ability to identify emerging risks, opportunities, and operational gaps before they become urgent.
• Comfortable operating in ambiguous, rapidly changing environments and creating structure where processes or ownership are not yet clearly defined.
• An MBA from a highly regarded institution or experience in top-tier management consulting is strongly preferred.
• A demonstrated record of strategic impact, operational excellence, and executive-level problem solving is essential.

Benefits

• Annual salary range of $155,000–$180,000.
• Fully remote work environment.
• Opportunity to operate in a global, remote-first organization.
• High-impact leadership role with significant ownership across Revenue Operations, Customer Success, and Implementation.
• Opportunity to build and scale operational frameworks and processes from the ground up.
• Exposure to large-scale SaaS operations, customer lifecycle strategy, analytics, and AI-enabled workflows.
• Collaborative environment focused on innovation, ownership, and continuous improvement.
• Opportunity to work cross-functionally with senior leaders and teams across the broader organization.
• Career development opportunities within a rapidly growing technology environment.