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.

WHO YOU ARE

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.

WHAT YOU'LL DO

• Partner with the rest of the BizOps 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 adoption across front-line teams.

• Lead and execute projects aimed at enhancing post-sales support operations, from system implementations to process improvements, in a fast-paced startup environment.

• Ensure all system changes meet business requirements and provide proper documentation for education and compliance purposes.

What Success Looks Like

• Faster onboarding and time-to-value for customers.

• Increased accuracy in renewal and expansion forecasting.

• Increased Revenue retention based on provided insights

• Higher adoption of standardized post-sales processes.

• Improved visibility into customer health and operational performance.

• Cadenced reporting with actionable insights to SVP of Customer and other Operational leaders

HOW YOU’LL KNOW YOU ARE SUCCESSFUL/KEY PROJECTS (Within 6 Months)

The initial focus for this role will be on Account Management, Imple

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