Revenue Operations Manager (Post Sales

About This 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.

• 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.

• 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.

• 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.

• Requirement Gathering:
  Skilled in understanding business processes and reasoning in order to gather and document highly granular system and operational requirements.
• Stakeholder Negotiation:
  Experience with negotiation and mediation between cross‑functional stakeholders with competing priorities.
• Methodology:
  Proficient in project management techniques to effectively coordinate revenue operations projects, ensuring roadmap alignment with evolving business objectives and maintaining a strong feedback loop between post‑sales teams and leadership.

• Partner with the rest of the Biz Ops team to design, monitor, and optimize the