Manager of Revenue Operations (Customer Services)

Responsibilities:

Onboarding Optimization & Standardization

• Review the SMB and Mid-Market onboarding process end to end, identifying friction points that delay activation and opportunities to improve efficiency.
• Partner with Onboarding leadership and subject matter experts to gather requirements and globally standardize the onboarding motion and customer experience.
• Integrate the onboarding motion across Global Customer Services and Customer Success, ensuring clean handoffs and full visibility across functions.
• Act as the key liaison to IT to implement new processes and workflows across core systems of record (Salesforce, PSA, Zendesk, and others).
• Define, track, and report on operational metrics including attach rate, time-to-value (TTL/TTV), throughput, utilization, and adoption and retention impact.

Professional Services Delivery & Lifecycle Management

• Support the design, packaging, and pricing of new Professional Services offerings in partnership with Product, Operations, IT, and Finance.
• Build the operational processes to launch new offerings, from requirements and design through deployment and ongoing performance measurement.
• Own the systems that manage the full services delivery and quote-to-cash lifecycle — from pipeline and deal closure through delivery, billing, and revenue recognition.
• Provide performance metrics across project backlog, execution, resource and capacity management, utilization, bookings, and project margin.

Technical Account Management Enablement

• Support the design, packaging, and pricing of the Technical Account Management offering in partnership with Product, Operations, IT, and Finance.
• Build the operational processes to launch new TAM offerings, from requirements through deployment and measurement.
• Track customer engagement activity and key milestone completions (e.g., health checks, QBRs) to measure productivity and engagement.
• Collaborate with TAM leadership, Product, and IT to develop Technical Health scoring that enables proactive risk mitigation.

Business Reviews & Continuous Improvement

• Leverage operational reporting and metrics to deliver monthly and quarterly business reviews across all Customer Services functions.
• Surface insights and recommendations that drive measurable improvements in efficiency and operational execution.

Qualifications:

• Bachelor's degree or equivalent work experience
• 5 - 8+ years in Services Operations or Customer Success at a SaaS/AI company, or a related analytical/operations role
• Experience running Services Operations and implementing and managing PSA solutions and Salesforce
• Strong process design skills. Able to map a workflow, find the bottleneck, and build a better one
• Experience with resource and capacity planning and workload management
• Working knowledge of CRM and CS platforms (e.g., Certinia, Salesforce, Gainsight, or similar)
• Expertise building executive-summary operational reports and dashboards
• Familiarity with services/professional services business models, including pricing, packaging, and revenue tracking
• Excellent cross-functional communication across Customer Services, Customer Success, Product, IT, and Finance
• Bias toward scalable processes, well-defined solutions, and documentation
• Ability to manage multiple projects at the same time in a fast-paced environment.