Manager, Customer Service Operations

Hi, we’re Nexthink. We’re not just the leader in the digital employee experience category, we invented the category. Our solutions combine real-time analytics, automation and employee feedback across all endpoints to help IT teams delight people  cloud-native platform pinpoints issues and solutions, automates response, and helps companies continuously improve their employees’ experience, making them more productive, efficient, and happy  have millions of endpoints deployed, we’ve surpassed $190M in ARR, and we’ve recently secured $180M in Series D financing for a company valuation of $1.1B, but we’re just getting started.

* This is a hybrid position working out of our Boston, MA office - 3 days per week onsite. Candidates MUST live within commutable distance to our office.

We're looking for a Manager of Customer Service Operations to own the operational backbone of our global Go-to-Market engine. You'll sit at the intersection of Sales, Finance, Legal, and Customer Success — making deals close faster, customer onboarding smoother, and revenue flow cleaner. This is an opportunity to make operational excellence a genuine competitive advantage for a fast-scaling, global software company.

• Own the integrity of the company's bookings process end-to‑end, enforcing the controls that protect revenue accuracy and support audit readiness.

• Drive accurate, timely billing across License, Subscription, and Professional Services contracts, reducing errors and accelerating cash collection.

• Champion the end-to‑end Quote-to-Cash process and track KPIs (SLAs, backlog, billing accuracy, cycle times), eliminating friction across CRM, CPQ, and ERP systems and translating performance data into decisions.

• Manage the customer lifecycle from signature to separation — coordinating onboarding (license provisioning, welcome workflows, SLA tracking) and offboarding (contract termination, license revocation, final billing).

• Own license operations across customer provisioning, demo environments, and partner enablement, and partner with Sales and Customer Success on renewal quote production so no renewal falls through the cracks.

• Manage channel order processing and partner license fulfillment for the reseller and distributor ecosystem.

• Serve as the operational backbone for Sales, CS, and Finance — triaging and resolving support requests against SLAs that mean something, while providing sound judgment on non‑standard terms, pricing exceptions, and commercial edge cases.

• Act as the senior point of escalation for billing disputes, provisioning failures, and partner issues, and support the design and delivery of training programs that scale with the business.

• Manage and develop a team of 2 operations professionals across global markets, coaching and building a team people are proud to be part of.

• Lead cross‑functional improvement initiatives with Transformation, IT, Rev Ops, and Finance to drive automation, and champion data integrity and audit/internal control documentation across operational workflows.

• Proven leadership experience in a fast‑scaling software or SaaS environment, with a track record of building high‑performing operations teams.

• Deep understanding of the Quote-to-Cash cycle and the levers that drive revenue accuracy and efficiency.

• Strong Salesforce expertise; familiarity with Net Suite, Zuora, Conga, SFDC CPQ, or comparable ERP/billing tools is a plus.

• Exceptional communication skills across all levels, from CFO to junior analyst.

• A genuine ownership mindset and structured project management skills, comfortable running multiple work streams in a high‑pace environment.

• Partner/channel operations experience — familiarity with reseller or distributor ecosystems is a strong plus.

• Master's degree or…