Sr. Manager, Revenue Operations (Success)

Overview

This role is an embedded RevOps partner and strategic advisor to Implementation and Customer Success leadership. The position owns the operational and analytical layer that these teams rely on to improve effectiveness, forecasting, measurement, and data integrity.

Responsibilities

Strategic Partnership & Executive Leadership Alignment

• Partner with the Sr. Director of RevOps and Customer Success leadership to lead annual and quarterly planning, building bottoms-up operational plans grounded in real drivers
• Own forecasting frameworks across the Customer Success organization, including customer health trajectories, adoption milestones, churn risk signals, and expansion revenue potential
• Track actuals against plan with discipline: identify deviations early, diagnose root causes, and bring forward-looking recommendations
• Lead monthly and quarterly business reviews for Customer Success leadership, owning the narrative, surfacing strategic gaps, and driving action
• Build financial models and business cases supporting investment decisions across Customer Success (new programs, new tooling, new headcount)
• Challenge assumptions with data, stress-testing decisions made from instinct or anecdote

Implementation Operations

• Own the full operational picture of the Implementation team, including funnel metrics, engagement rates, completion rates, open office hours volumes, and downstream customer outcome correlation
• Design and own the KPI framework for Implementation, defining what good looks like across each stage of the implementation journey and the measurement infrastructure to track it
• Build the analytics layer connecting implementation activity to downstream customer outcomes to support evidence-based investment and optimization decisions
• Identify strategic and operational gaps in how the Implementation program runs and build a data-driven case for change
• Own the RevOps relationship with the customer support platform (Freshdesk), understanding system architecture, identifying operational friction, and proactively working with the systems team to drive improvements
• Flag data integrity issues, broken workflows, and reporting gaps to the systems team before they compound
• Represent Implementation’s operational needs in tooling or platform investment discussions
• Design and govern process standards and documentation to provide operational consistency and institutional memory

Customer Success Operations

• Own the operational foundation for the Customer Success organization: processes, reporting infrastructure, KPI frameworks, and systems (building much of this from the ground up)
• Partner with Customer Success leadership to define, align on, and operationalize the KPI framework, including:
  • CSM effectiveness at scale
  • How customer health is measured and acted upon
  • Meaningful engagement and how it is tracked
• Build the analytics framework connecting Customer Success activity to business outcomes, including:
  • Customer health scoring and predictive churn signals
  • Engagement depth and correlation with retention
  • Add-on and usage revenue attribution by Customer Success activity type
  • Cohort analysis of Customer Success–engaged vs. non-engaged segments
• Own the Success AI bot from a RevOps operational standpoint: track performance metrics, measure impact on customer experience and resolution quality, surface gaps between deflection rates and customer satisfaction, and work with the AI team on continuous improvement priorities
• Design operational cadences, escalation frameworks, and handoff standards from Implementation, plus renewal and expansion triggers governing how CSMs manage their book of business
• Partner with the systems team on Customer Success tooling requirements, defining needs clearly, driving adoption, and ensuring data integrity

Retention Intelligence, Process Design & Organizational Leadership

• Build and own the retention analytics framework connecting Implementation and Customer Success activity to downstream customer lifetime value, churn, and expansion outcomes
• Develop an early warning system providing proactive visibility into at-risk customers before churn becomes inevitable
• Quantify the business impact of Implementation and Customer Success for leadership, translating operational activity into revenue and retention outcomes
• Identify where product gaps drive customer outcomes that Implementation and Customer Success cannot fix operationally, and surface findings to Product with structured evidence
• Feed Customer Success and Implementation insights into the broader GTM customer lifecycle intelligence layer in partnership with the GTM Strategy function

Requirements

• 10+ years of professional trajectory across Revenue Operations, Customer Success Operations, or GTM Strategy, demonstrating high-fidelity expertise in sophisticated post-sale environments
• Tier-1 MBA or institutional management consulting pedigree strongly prioritized; must demonstrate the intellectual rigor to architect solutions for complex organizational challenges with executive-level clarity
• Proven track record of engineering Success Operations or Implementation frameworks from foundational stages to institutional scale
• Demonstrated capability to establish the causal nexus between implementation velocity and quantifiable retention or revenue expansion outcomes
• Sophisticated background in PLG or hybrid SaaS models, mastering operational nuances where self-serve and high-touch assisted motions intersect
• While specific certifications are not mandated, selection is based primarily on a verified history of strategic impact and operational excellence

Preferred Qualifications

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

Compensation & Benefits

• Salary range: $155,000 - $180,000 annually

Location

• Remote-first environment with team members across 15+ countries.