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, Implementation, and Customer Success processes and analytics:

First 3 months

• Foundational / Process: Audit and document existing post-sales processes across AM, Implementation, and CS in a standard Business Operations format.
• Data Assessment: Assess current data quality and consistency across Salesforce and Planhat, and propose a data-remediation plan in partnership with the Systems team.
• Playbooks & Enablement: Build the first version of the playbook library (starting with the 1-2 highest-impact moments that allow you to focus on the rest of the first 6-month projects, like renewals).
• Cross-Functional / Visibility: Establish a recurring reporting cadence to operations and post-sales leadership and begin designing an automated-renewal process.

First 6 months

• Expansion Analysis: Analyze customer data to identify upsell and expansion opportunities, and build a forecasting and tracking process for expansion revenue.
• Automated Renewals: Design and implement a semi-automated renewal process, with defined touchpoints automated (reminders, status updates, escalation triggers) inside Planhat and clear ownership at each stage.
• Renewal Ownership: Own the renewal process end-to-end, managing execution through guided checkpoints and ensuring they are met across AM and CS.
• Onboarding Optimization: Partner with CS leadership to identify onboarding friction points and propose a plan to reduce time-to-value.

WHAT YOU'LL BRING

• 3-5 years of experience in Revenue Operations, Customer Success Operations, or Sales Operations in a B2B SaaS environment.
• Hands-on experience administering post-sales platforms (specifically Planhat, Gainsight, ChurnZero, or similar) combined with a strong working knowledge of Salesforce.
• Strong understanding of SaaS post-sales financial metrics (NRR, GRR, LTV, Logo Churn, Time-to-Value).
• Bachelor's degree in Business Administration, Finance, Economics, or a related analytical field (or equivalent practical experience).
• Proven experience in data analysis, showing an ability to draw actionable insights from raw CRM/CSM data.
• Strong project management skills, with the ability to gather highly granular requirements, prioritize tasks, manage timelines, and drive projects to completion in a dynamic startup environment.
• Excellent communication and interpersonal skills, with the ability to translate technical concepts to business stakeholders and vice versa.
• High attention to detail and a commitment to delivering highly accurate forecasting and reporting

OUR POST SALES TOOLS

• Planhat
• Salesforce 
• Hubspot
• Gong + Engage
• ZoomInfo
• Linkedin Sales Navigator
• Chilipiper
• Intercom

LOCATION

We are a fully remote company! Rather than restrict ourselves to only finding talent in one city, we'd rather find the absolute best people regardless of where they live. 

CANDIDATE EXPERIENCE

• We value your time and want you to know what to expect from us. This role is critical to the growth of Hyperproof and as such, for this interview, we expect to ask you to participate in; 
• • Screening call with Talent Acquisition 30 mins  
  • 1st interview with  Hiring Manager (45 minutes)
  • 3 additional interviews (45 minutes each)
  • Final Meetup with Hiring Manager (30 minutes)

WHERE YOU'LL GO

• Hyperproof also loves to see an internal transfer. If a linear career path is not what you're looking for, you can work with your manager and our people team to explore lateral moves to other parts of the organization as you continue to grow with us.

WHAT WE OFFER 

• Base salary and equity compensation  
• Unlimited PTO: strongly encourage to unplug and recharge
• 401K which vests immediately, complete with 4% company match 
• $500 home office stipend 
• Choose your tech - PC or Mac laptop 
• Slack channel notifications turn off after 5 pm based on your time zone
• Annual company in-person events 
• Health & Wellness: coverage for medical, dental, and vision - employee and dependents.