Sr. Manager, Revenue Operations

Strategic Partnership & Executive Leadership Alignment:

• Partner with Sr. Director of RevOps and CS leadership to lead annual and quarterly planning, building bottoms-up operational plans rooted in real drivers.
• Own forecasting frameworks across the CS organization, including customer health trajectories, adoption milestones, churn risk signals, and expansion revenue potential.
• Lead monthly and quarterly business reviews for CS leadership, surfacing strategic gaps and driving action with data.

Implementation Operations:

• Own the full operational picture of the Implementation team, including funnel metrics, engagement rates, and downstream customer outcome correlation.
• Design and own the KPI framework for Implementation, defining what good looks like across every stage of the implementation journey.
• Build the analytics layer connecting implementation activity to downstream customer outcomes, enabling evidence-based investment decisions.

Customer Success Operations:

• Own the operational foundation for the Customer Success organization, including processes, reporting infrastructure, KPI frameworks, and systems.
• Build analytics frameworks connecting CS activity to business outcomes, such as health scoring, predictive churn signals, and expansion revenue attribution.
• Design operational cadences, escalation frameworks, and renewal/expansion triggers that govern how CSMs manage their book of business.

Retention Intelligence, Process Design & Organizational Leadership:

• Build and own the retention analytics framework, connecting team activity to downstream customer lifetime value, churn, and expansion outcomes.
• Develop an early warning system for proactive visibility into at-risk customers before churn becomes inevitable.
• Quantify the business impact of Implementation and CS at the leadership level, translating operational activity into revenue and retention outcomes.