Lead Post-Sales Operations Manager

Niche • Pittsburgh, PA

6d • Remote

About The Position

We are looking for a highly experienced, strategic, and hands-on Lead Post-Sales Operations Manager to build and own Niche’s post-sale operations function from the ground up. This is the first role of its kind at Niche and will be responsible for designing, implementing, and operating the systems, processes, and tooling that support our Customer Success and Account Management teams across the full post-sale lifecycle. This role is a true “builder” opportunity. For the first 6–12 months, you will operate as a senior individual contributor—owning everything from tooling selection and system administration to process design, reporting, and day-to-day support. Once the function is established and delivering measurable impact, this role is expected to evolve into a people leadership position with the opportunity to build and scale a post-sale operations team. You will partner closely with Customer Success, Account Management, Product, Finance, and Revenue Operations to improve customer outcomes, drive retention and expansion, and create visibility into renewals, churn, and customer health across both of Niche’s product lines.

Requirements

• 8+ years of experience in Revenue Operations, Customer Success Operations, Sales Operations, or a related GTM operations role in a B2B SaaS environment
• Proven experience building and scaling post-sale or customer success operations from the ground up
• Deep familiarity with customer success platforms such as Gainsight, Totango, or similar tools
• Strong understanding of post-sale best practices, including renewals, churn management, customer health scoring, and expansion motions
• Hands-on experience administering GTM systems, particularly Salesforce and post-sale tooling
• Ability to operate as a senior individual contributor while thinking strategically about future scale
• Strong analytical skills with experience defining KPIs and building dashboards
• Excellent stakeholder management and communication skills
• Comfortable working in a fast-paced, remote-first environment with ambiguity and ownership

Responsibilities

• Post-Sale Operations Strategy & Build-Out Design and launch Niche’s post-sale operations function, including defining the operating model, success metrics, and best practices
• Assess current post-sale workflows and identify opportunities to standardize, automate, and scale
• Establish clear ownership and accountability across renewals, churn management, customer lifecycle tracking, and expansion support
• Define and document post-sale processes that balance efficiency, data quality, and great customer experience
• Tooling Ownership & Systems Administration Own the selection, implementation, and ongoing administration of post-sale tooling, including Gainsight or similar customer success platforms
• Configure customer health scoring, lifecycle stages, playbooks, alerts, and success plans
• Ensure tight integration between post-sale tools, Salesforce, and other GTM systems
• Serve as the primary system administrator and subject matter expert for post-sale platforms
• Partner with RevOps and Systems teams for architectural guidance and data governance support
• Renewals, Retention & Churn Management Own operational support for renewals across all customer segments and product lines
• Design renewal workflows, forecasting processes, and reporting to improve visibility and predictability
• Track, analyze, and report on churn, retention, and expansion metrics
• Partner with Customer Success and Account Management to identify churn risks and expansion opportunities early
• Develop playbooks and processes to support proactive renewal and retention efforts
• Reporting, Analytics & Insights Define and maintain post-sale KPIs, dashboards, and reporting for leadership and GTM teams
• Provide insights into customer health, adoption, retention, and expansion trends
• Ensure data accuracy and consistency across post-sale reporting
• Translate insights into actionable recommendations for CS, AM, Product, and leadership
• Cross-Functional Partnership & Enablement Act as the primary post-sale operations partner to Customer Success and Account Management leadership
• Support CS and AM teams with training, documentation, and ongoing operational support
• Collaborate with Product to surface customer insights and feedback loops
• Work closely with Finance and RevOps to align post-sale operations with forecasting, billing, and revenue processes

Benefits

• We are a fully flexible workforce empowering our employees to choose to work remotely, in our Pittsburgh office or whatever combination suits you
• Full time, salaried position with competitive compensation in a fast-growing company
• Best-in-class 100% paid employee health plan, including vision and dental and supplemental coverage
• Flexible Paid Time Off Policy
• Stipend that allows you to build your work from home office in a style and function that suits your personal preferences
• Parental leave for all employees (12 weeks fully paid) in addition to short term disability for birthing parents
• Meaningful 401(k) wit h employer match
• Your ideas and work will make an immediate impact on our company and millions of users
• You will join a team that cares about you, our mission, our work - and celebrates our wins together!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed