Senior Manager, Revenue Operations

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

📋 Description

• Collaborate with the Sr. Director of RevOps and the Customer Success leadership team on annual and quarterly planning efforts.

• Take ownership of forecasting frameworks within the Customer Success organization, covering customer health, adoption rates, churn risks, and expansion revenue.

• Monitor actual outcomes against planned objectives, diagnose root causes, and offer forward-looking recommendations.

• Lead the monthly and quarterly business review sessions for Customer Success leadership.

• Develop financial models and business cases to justify investments in Customer Success.

• Challenge leadership assumptions using data-driven insights.

• Oversee metrics related to the Implementation funnel, engagement, completion rates, office-hours, and downstream outcomes.

• Design and manage Implementation KPI frameworks and the associated analytics infrastructure.

• Link implementation activities to downstream customer outcomes effectively.

• Identify operational and strategic gaps, creating data-driven cases for necessary changes.

• Manage the RevOps relationship with Freshdesk and collaborate with the systems team to enhance performance.

• Identify data integrity issues, broken workflows, and reporting deficiencies.

• Represent the operational needs of Implementation in discussions about tooling and platform investments.

• Design and govern process standards and documentation for the Implementation process.

• Establish the operational foundation for Customer Success, including processes, reporting, KPIs, and systems.

• Define and implement Customer Success KPI frameworks.

• Create analytics for customer health, churn predictions, engagement metrics, revenue attribution, and cohort analysis.

• Oversee the operational management of the Success AI bot, tracking its performance, customer experience, resolution quality, and areas for improvement.

• Design operational cadences, escalation frameworks, handoff standards, and triggers for renewals and expansions.

• Collaborate with the systems team to ensure effective Customer Success tooling, adoption, and data integrity.

• Develop retention analytics that connect Implementation and Customer Success activities to lifetime value, churn, and expansion metrics.

• Create an early warning system to identify at-risk customers.

• Quantify the business impact of Implementation and Customer Success efforts for leadership review.

• Present product gaps to the Product team, supported by structured evidence.

• Integrate insights from Customer Success and Implementation into the broader GTM customer lifecycle intelligence framework.

⛳️ Requirements

• More than 10 years of professional experience in Revenue Operations, Customer Success Operations, or GTM Strategy.

• A Tier-1 MBA or a background in institutional management consulting is highly preferred.

• A proven track record of developing Success Operations or Implementation frameworks from foundational stages to institutional scale.

• Demonstrated ability to establish a clear causal relationship between implementation speed and measurable retention or revenue expansion results.

• A sophisticated understanding of PLG or hybrid SaaS business models.

• Proficient in creating retention models, cohort analyses, churn attribution frameworks, and health scoring methodologies from the ground up.

• Experience with customer-facing platforms such as Freshdesk, Zendesk, Gainsight, Salesforce Service Cloud, or similar tools.

• Proven capability to influence senior leaders and achieve alignment without formal authority.

• Strong people leadership experience, including mentoring analysts and establishing high performance standards.

• Comfortable navigating ambiguity and structuring solutions for unstructured challenges.

• Specific certifications are not required.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive work environment.