Manager, Customer Operations
About The Position
Nexthink is seeking a Manager, Customer Operations to own the operational backbone of its global Go-to-Market engine. The role works across Sales, Finance, Legal, and Customer Success to improve deal execution, customer onboarding, and revenue operations. It is a hybrid position based in the Boston, Massachusetts office, with three days per week onsite; candidates must live within commuting distance. The manager owns the end-to-end bookings and Quote-to-Cash processes, billing, customer lifecycle operations, license provisioning, partner order processing, and operational support. The position also manages a team of two operations professionals, leads cross-functional process and automation improvements, and supports revenue accuracy, audit readiness, and data integrity.
Requirements
- Proven leadership experience in a fast-scaling software or SaaS environment, with a track record of building high-performing operations teams.
- Deep understanding of the Quote-to-Cash cycle and the factors that drive revenue accuracy and efficiency.
- Strong Salesforce expertise.
- Exceptional communication skills across all levels, from CFO to junior analyst.
- Ownership mindset and structured project management skills, with the ability to manage multiple workstreams in a fast-paced environment.
- Master's degree or equivalent experience in Business, Finance, or Operations.
Nice To Haves
- Familiarity with NetSuite, Zuora, Conga, SFDC CPQ, or comparable ERP and billing tools.
- Partner or channel operations experience, including familiarity with reseller or distributor ecosystems.
Responsibilities
- Own the integrity of the company's end-to-end bookings process and enforce controls that protect revenue accuracy and support audit readiness.
- Drive accurate and timely billing for License, Subscription, and Professional Services contracts, reducing errors and accelerating cash collection.
- Champion the end-to-end Quote-to-Cash process, track KPIs such as SLAs, backlog, billing accuracy, and cycle times, and eliminate friction across CRM, CPQ, and ERP systems.
- Use performance data to inform operational decisions.
- Manage the customer lifecycle from contract signature through separation, coordinating onboarding activities such as license provisioning, welcome workflows, and SLA tracking, as well as offboarding activities such as contract termination, license revocation, and final billing.
- Own license operations across customer provisioning, demo environments, and partner enablement.
- Partner with Sales and Customer Success on renewal quote production to ensure renewals are not missed.
- Manage channel order processing and partner license fulfillment for reseller and distributor partners.
- Provide operational support to Sales, Customer Success, and Finance; triage and resolve support requests against SLAs and exercise judgment on non-standard terms, pricing exceptions, and commercial edge cases.
- Serve as the senior escalation point for billing disputes, provisioning failures, and partner issues.
- Support the design and delivery of training programs that scale with the business.
- Manage and develop a team of two operations professionals across global markets.
- Lead cross-functional improvement initiatives with Transformation, IT, RevOps, and Finance to drive automation.
- Champion data integrity and audit/internal control documentation across operational workflows.
Benefits
- Company-covered health, dental, and vision benefits.
- Access to life insurance, long-term disability, and accidental death/personal loss coverage.
- Flexible hours.
- Unlimited paid time off, in addition to 15 days of holidays.
- 11 company-paid holidays.
- Three extra days for volunteering.
- Hybrid work model with structured onboarding.
- Free access to professional training platforms.
- Up to 16 weeks of paid leave for birthing parents or primary caregivers and six weeks for secondary caregivers.
- 401(k) plan with up to 4% company matching contributions and immediate vesting.
- Bonuses for referring successful hires after three months of continuous employment.
- Base salary and may also include a commission or performance bonus plan.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
