Senior Manager, CX Controller, Commercial Operations

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Evaluate Statements of Work prior to execution to ensure commercial viability, covering fee structures, milestones, payment terms, T&M caps, change orders, and termination clauses.

• Lead project-level financial governance across the CX Services portfolio, including milestone billing, tracking unbilled AR/WIP, and reconciling actuals with the contracted scope.

• Collaborate with Finance, FP&A, and Revenue Accounting regarding revenue recognition practices.

• Perform project-level P&L assessments, margin variance evaluations, utilization and realization analyses, and root-cause investigations.

• Oversee the monthly financial closing process for Consulting Delivery.

• Examine non-standard SOW terms and escalate significant commercial risks prior to signing.

• Monitor change orders and scope modifications against original contract baselines.

• Provide commercial insights for pricing strategies and deal structuring.

• Assist in pipeline-to-future-revenue forecasting and management efforts.

• Manage CX contributions to GRR/NRR performance, renewal risk forecasting, and oversight of red-accounts.

• Lead commercial and financial aspects of monthly and quarterly business reviews.

• Ensure the integrity of CRM and Customer Success data in collaboration with Sales and RevOps.

• Facilitate the rollout of AI tools that lead to measurable reductions in cost-to-serve.

• Maintain health scoring and adherence to playbooks.

• Contribute to QBR and escalation frameworks with a focus on financial and commercial insights.

⛳️ Requirements

• A minimum of 8 years of experience in professional services finance, project controllership, or consulting operations, preferably within enterprise software or SaaS environments.

• Solid understanding of revenue recognition standards (ASC 606/IFRS 15) as they pertain to service engagements.

• Proven ability to interpret and evaluate SOWs and commercial contract provisions.

• Demonstrated history of managing project-level P&L, milestone billing, and margin analysis at the engagement level.

• Comfortable presenting financial data to Finance, FP&A, and the senior leadership team.

• Advanced expertise in Excel, CRM systems, BI/analytics platforms, and AI-driven analytical tools.

• A Bachelor's degree in Finance, Accounting, or Business is required.

• CPA, CMA, or MBA credentials are advantageous.

🏝️ Benefits

• Flexible paid time off, encompassing sick leave and holidays.

• Comprehensive medical, dental, and vision insurance.

• 401K plan with company contributions.

• Flexible spending accounts.

• Life insurance and disability benefits.

• Tuition assistance programs.

• Opportunities for community involvement and volunteer events.

• Performance-based bonuses.