About the role:
Hybrid - Burlington, MA (3 days in office)
Dates - March 1, 2026 - October 31, 2026
We are seeking a Post-Sales Operations Manager to join our Business Operations team on a temporary basis to cover maternity leave. This role focuses on optimizing the post-sale customer journey to drive adoption, retention, and operational excellence within the Customer Excellence organization.
You’ll manage core processes, performance metrics, and systems, and partner closely with Customer Excellence leadership to support day-to-day operations and ongoing initiatives. This role offers hands-on experience in a fast-paced environment and the opportunity to make a meaningful impact during the coverage period.
Roles & Responsibilities
- Partner with the AVP of Customer Success to optimize post-sales processes that drive customer experience, value realization, and regional effectiveness.
- Own day-to-day Customer Success operations and collaborate cross-functionally to improve efficiency and consistency.
- Deliver data-driven insights to Post-Sales and company leadership by translating complex data into clear, actionable recommendations, while ensuring strong data hygiene and governance.
- Identify at-risk renewals and support CSM playbooks, escalation paths, and proactive risk mitigation
- Build and maintain dashboards/KPIs that enable visibility into health, adoption, risk, and revenue performance.
- Serve as the subject matter expert for CS tech stack (CRM, adoption tools, support platforms, survey/feedback systems).
- Enable teams through clear processes, documentation, and tool alignment to improve CSM productivity
Requirements:
- 3+ years of experience in Customer Success Operations, Business Operations, Revenue Operations, or a similar role in a fast-growing organization (required)
- Strong Salesforce expertise, including flows, formulas, reports, custom views, and dashboards
- Experience partnering with management and senior leadership
- Strong reporting skills with experience in data hygiene, analytics, and governance
- Ability to manage multiple priorities and projects in a deadline-driven environment
- Solid understanding of revenue processes and Customer Success best practices
- Excellent communication and interpersonal skills
- Self-motivated, detail-oriented, analytical, with a can-do attitude
- CPQ experience is a plus
