Revenue Operations Manager (Post Sales)

About the Role

We are seeking a talented individual to join our team as a Revenue Operations Manager - Post Sales.

In this role you will be at the forefront of optimizing our post-sales operations, spanning Account Management, Implementation, and Customer Success, while also supporting go-to-market operations through project management and data analysis.

As a strategic partner, you will collaborate with cross-functional teams to streamline processes, drive revenue retention and expansion, while also enhancing customer satisfaction.

If you thrive in a challenging and innovative environment and are ready to make a significant impact, we want to hear from you. This role reports to the Director of Business and Revenue Operations.

Who You Are

Post-Sales Operations & Process Optimization

• Process Architecture: Skilled in the design, documentation, and refinement of operational processes for Account Management, Implementation, Customer Success, Support, and Professional Services to ensure scalability and consistency.
• Playbook Governance: Able to establish playbooks, process adherence metrics, and best practices to drive retention, expansion, and customer satisfaction, including a playbook library covering key customer moments (onboarding, QBRs, escalations, expansions, renewals).
• Journey Mapping & Health Scoring: Able to contribute to the design of customer health scoring models and own and map touchpoints across the full customer journey (pre- and post-sale), not just monitor existing signals.
• Systems & Team Interconnectedness: Demonstrated ability to understand the interconnectedness of various departments and processes within the company to drive strategic decision-making and optimize revenue generation.

Renewals & Expansion

• Forecasting & Analysis: Heavily involved in renewals operations: building and maintaining renewal forecasting, tracking renewal timelines, coordinating with Finance, and running churn analysis to identify systemic risk.
• Expansion Operations: Heavily involved in expansion operations: identifying upsell/cross-sell opportunities from account data and supporting the teams executing on them.

Data & Systems Administration

• Planhat Backend Ownership: Experienced post-sales tool administrator, taking direct ownership of managing the backend of our Customer Success Platform leveraging its drag-and-drop/low-code administration to manage workflows, views, and playbooks.
• Systems Team Collaboration: Able to translate complex business needs into technical requirements, partnering with our dedicated Systems team for heavy Salesforce development, API integrations, and major technical schema changes.
• Metrics Track Record: Proven experience tracking and analyzing CS-specific metrics such as NRR, GRR, and time-to-value, in addition to churn and expansion signals, to offer support to Account Management, Implementation, and CS.
• Reporting & Dashboards: Skilled at building reports and dashboards across post-sales systems to provide high visibility to leadership.
• Data Hygiene: Able to monitor and improve data quality, consistency, and completeness across systems and prevent operational bottlenecks.
• AI & Automation: Comfortable using modern AI tools to automate lightweight workflows, generate documentation, and improve operational efficiency.

Project Management

• Requirement Gathering: Skilled