Senior Manager, Revenue Operations

Responsibilities

• Serve as the embedded Revenue Operations partner and strategic advisor to Implementation and Customer Success leadership.
• Lead annual and quarterly planning, forecasting, variance analysis, and monthly and quarterly business reviews for Customer Success.
• Build financial models and business cases for programs, tooling, and headcount investments.
• Own Implementation funnel, engagement, completion, office-hours, and downstream outcome metrics.
• Define KPI frameworks and measurement infrastructure for Implementation and Customer Success.
• Build analytics connecting implementation and Customer Success activity to retention, churn, expansion revenue, customer lifetime value, and other business outcomes.
• Identify operational gaps, data integrity issues, broken workflows, and reporting deficiencies; partner with systems teams on improvements.
• Own the Revenue Operations relationship with Freshdesk and represent operational needs in tooling and platform investments.
• Establish process standards, documentation, operational cadences, escalation frameworks, handoff standards, and renewal and expansion triggers.
• Own the operational performance of the Success AI bot, including impact, resolution quality, deflection, and customer satisfaction metrics.
• Develop early-warning systems for at-risk customers and surface evidence-based product gaps to Product.
• Feed Implementation and Customer Success insights into broader GTM customer lifecycle intelligence.
• Develop analysts, set standards, and foster a culture of ownership.

Requirements

• 10+ years of professional experience across Revenue Operations, Customer Success Operations, or GTM Strategy.
• Experience building Success Operations or Implementation frameworks from foundational stages through institutional scale.
• Experience establishing relationships between implementation velocity and retention or expansion revenue outcomes.
• Strong expertise in retention models, cohort analysis, churn attribution, and customer health scoring.
• Experience influencing senior leaders and driving alignment without formal authority.
• Experience with customer-facing platforms such as Freshdesk, Zendesk, Gainsight, or Salesforce Service Cloud.
• Experience in PLG or hybrid SaaS models, including self-serve and high-touch assisted motions.
• Strong people leadership, strategic thinking, operational execution, and comfort working through ambiguity.

Preferred Qualifications

• Tier-1 MBA or institutional management consulting experience.
• Demonstrated intellectual rigor in architecting solutions for complex organizational challenges.
• Strategic impact and operational excellence in sophisticated post-sale environments.

Compensation

• No compensation information provided.