Revenue Operations Manager; Post Sales

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

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 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 post-sale handoff, ensuring no customer data or momentum is lost after the contract is signed.
• Utilize advanced data analysis techniques to identify trends, patterns, and insights within sales and revenue data, providing actionable recommendations to optimize performance and drive revenue growth.
• Own renewals and expansion operations, including forecasting, timeline tracking, and churn analysis.
• Design and maintain customer health scoring and journey mapping frameworks.
• Own the NPS / voice-of-customer program, structuring feedback loops back to product, engineering, and sales teams.
• Support headcount and capacity planning for the post-sales book of business based on customer-to-CSM ratios and implementation volumes.
• Continually monitor data quality and completeness across Planhat and Salesforce.
• Develop and maintain key performance metrics and dashboards to track the effectiveness of sales operations initiatives and drive informed decision-making.
• Define and deploy new processes and systems to drive increased post-sales productivity and customer time-to-value, and drive…