Senior Revenue Operations Manager, Commercial

We are a global team of innovators and pioneers dedicated to shaping the future of observability. At New Relic, we build an intelligent platform that empowers companies to thrive in an AI-first world by giving them unparalleled insight into their complex systems. As we continue to expand our global footprint, we're looking for passionate people to join our mission. If you're ready to help the world's best companies optimize their digital applications, we invite you to explore a career with us!

Elevate your career at New Relic by making a significant impact as the Senior Manager of Sales Operations for our Commercial segment. In this pivotal senior individual contributor role, you will serve as the strategic and operational business partner to the Global VP of Commercial, supporting a rapidly expanding $130M+ business unit. This segment oversees thousands of high-velocity clients and owns the Product-Led Growth (PLG) motion globally.

You will operate at a highly strategic level to shape GTM objectives while tactically managing the dynamic, transactional nature of the business.

We are seeking a highly analytical leader who thrives in an agile environment, excels in cross-functional collaboration, and can seamlessly translate complex data into actionable executive insight. This role offers an incredible opportunity to impact our long-term commercial strategy and drive operational excellence, and pave a path towards leadership as the business scales.

Opportunity to work from a remote office may be available depending on the applicant location.

• Establish and run the Rhythm of Business (RoB) for the Commercial organization, driving operational excellence and strict rigor across all field operations.
• Manage the weekly, monthly, and quarterly cadence of commercial and renewals team activities, including QBRs, forecasting, planning, and opportunity management.
• Ensure assigned Commercial and Renewals objectives are completed accurately and on time, aggressively monitoring the sales organization's compliance with CRM data standards and process rigor.

• Act as a trusted advisor to the Global VP of Commercial and Sales leadership, shaping GTM strategy and supporting the global Product-Led Growth (PLG) motion.
• Represent the Commercial and Renewals business requirements in key cross-departmental initiatives, ensuring tight alignment between overarching business strategy and day-to-day operational processes.
• Strategize and enable the development of global standards, policies, and procedures to streamline operations for a high-volume, transactional sales environment.

• Optimize the end-to-end renewals lifecycle to actively improve customer retention rates, mitigate churn, and drive sustainable growth and expansion across our expansive long-tail business.
• Leverage historical trends, pipeline coverage data, and deal-specific knowledge to guide leaders during forecasting, driving highly predictable outcomes.
• Analyze customer health and consumption data to understand potential downgrade risks, collaborating with cross-functional teams to identify and operationalize new methods to drive risk mitigation strategies.

• Build repeatable, complex analyses and operational models (using Excel/Google Sheets) that synthesize vast datasets to identify trends, consumption patterns, and product adoption.
• Manage and optimize reporting packages for team effectiveness, conducting rigorous metrics reviews with sales management to improve productivity and actionability.
• Lead projects focused on simplifying workflows, optimizing the CRM (Salesforce) experience, and driving efficiency throughout the Commercial and Renewals organization.

• Forecast Accuracy & Pipeline Rigor
  :
  Maintaining highly accurate and predictable forecasting models within an agreed variance.
• Gross Retention Rate (GRR) & Net Revenue Retention (NRR):
  Driving operational strategies that directly improve retention and upsell within the Commercial and long-tail segments as well as driving up consumption-based usage across Commercial and PLG.
• Process Efficiency & Automation
  :
  Measurable reduction in manual reporting and administrative overhead for the GTM teams.
• Data Compliance & Health
  :
  Achieving high scores in CRM data hygiene, opportunity management, and adherence to the Rhythm of Business.

• 8+ years of relevant work experience, preferably within a SaaS software provider or professional IT services company in Operations, Customer Success, or other customer-facing groups.
• 5+ years of dedicated sales ops or revenue operations experience, with a proven track record in field sales operations and business partnering across cross functional teams.
• Experience supporting a high-velocity, transactional business segment and a strong understanding of customer…