Head of Revenue Operations

📋 Description

• Take ownership of GRR and NRR as your key performance indicators — these metrics serve as your scoreboard.

• Supervise the entire Customer Success function, which includes enterprise accounts, the dining vertical, mid-market, and pilot programs.

• Create whitepapers for both our customers and their clientele — your expertise in this industry enables you to produce educational content rather than just promotional material.

• Comprehend how restitution and other critical end-user actions impact our customers’ ROI — ensure that this narrative is clearly communicated in every account.

• Lead retention playbooks, renewal processes, and the expansion pipeline in close collaboration with the sales team.

• Enhance our health scoring and early warning systems to anticipate churn before it occurs.

• Conduct monthly client meetings that facilitate account progress — the objective is expansion, including generating referrals.

• Manage SLA performance, CSAT, and ticket resolution metrics across the support team.

• Transition from reactive support to proactive support — aim to reduce ticket volume through improved onboarding and documentation.

• Ensure that support and customer success are closely aligned so that at-risk accounts receive prompt attention.

• Oversee the marketing function and hold it accountable for pipeline contributions, rather than merely activity metrics.

• Craft messaging and positioning specifically designed for our enterprise audience — understand that what appeals to a Lowe’s or Aramark buyer is not a one-size-fits-all SaaS pitch.

• Develop case studies, vertical content, and sales enablement materials that provide the revenue team with effective tools.

• Monitor what generates qualified pipeline and eliminate what does not — demand generation should be approached scientifically, not through guesswork.

• Coordinate NAMA and other significant trade shows — manage the planning, presence, and follow-up activities.

• Own HubSpot — ensure data quality, maintain pipeline hygiene, develop reporting infrastructure, and promote user adoption across the revenue organization.

• Create dashboards that offer leadership a real-time overview of pipeline health, retention risks, and opportunities for expansion.

• Collaborate closely with the Senior Director of Sales and the wider sales team on forecasting, territory planning, and the handoff process — alignment is crucial.

• Design and document processes, handoffs, and playbooks that allow us to scale effectively without disruption.

• Manage a distributed team across US and offshore time zones — you are adept at operating asynchronously when necessary.

• Lead our systems evaluation — we are in the midst of migrating our financial infrastructure and require someone who can consider the entire stack.

• Collaborate with Finance on forecasting — your data regarding retention and expansion will inform the revenue model.

⛳️ Requirements

• 5+ years of experience in RevOps, customer success leadership, or go-to-market operations — ideally with exposure to more than one of these areas.

• Previous management experience with customer-facing teams is essential — this role is not solely focused on analytics or systems.

• Proven experience managing distributed teams across multiple time zones — both US and offshore — is mandatory, not optional.

• Background in B2B SaaS, preferably with experience in both enterprise and mid-market environments.

• Experience building or overhauling a RevOps function — not just managing within an existing one.

• Comfortable presenting to a board and conducting QBRs with enterprise clients in the same week.

🏝️ Benefits

• Competitive base salary plus commission/bonus.

• Flexible remote work environment.