Manager, Customer Service Operations
Nexthink•Boston, MA
•Hybrid
About The Position
We're looking for a Manager of Customer Service Operations to own the operational backbone of our global Go-to-Market engine. You'll sit at the intersection of Sales, Finance, Legal, and Customer Success — making deals close faster, customer onboarding smoother, and revenue flow cleaner. This is an opportunity to make operational excellence a genuine competitive advantage for a fast-scaling, global software company.
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 levers that drive revenue accuracy and efficiency.
- Strong Salesforce expertise; familiarity with NetSuite, Zuora, Conga, SFDC CPQ, or comparable ERP/billing tools is a plus.
- Exceptional communication skills across all levels, from CFO to junior analyst.
- A genuine ownership mindset and structured project management skills, comfortable running multiple workstreams in a high-pace environment.
- Partner/channel operations experience — familiarity with reseller or distributor ecosystems is a strong plus.
- Master's degree or equivalent experience in Business, Finance, or Operations.
Nice To Haves
- familiarity with NetSuite, Zuora, Conga, SFDC CPQ, or comparable ERP/billing tools is a plus.
- familiarity with reseller or distributor ecosystems is a strong plus.
Responsibilities
- Own the integrity of the company's bookings process end-to-end, enforcing the controls that protect revenue accuracy and support audit readiness.
- Drive accurate, timely billing across License, Subscription, and Professional Services contracts, reducing errors and accelerating cash collection.
- Champion the end-to-end Quote-to-Cash process and track KPIs (SLAs, backlog, billing accuracy, cycle times), eliminating friction across CRM, CPQ, and ERP systems and translating performance data into decisions.
- Manage the customer lifecycle from signature to separation — coordinating onboarding (license provisioning, welcome workflows, SLA tracking) and offboarding (contract termination, license revocation, final billing).
- Own license operations across customer provisioning, demo environments, and partner enablement, and partner with Sales and Customer Success on renewal quote production so no renewal falls through the cracks.
- Manage channel order processing and partner license fulfillment for the reseller and distributor ecosystem.
- Serve as the operational backbone for Sales, CS, and Finance — triaging and resolving support requests against SLAs that mean something, while providing sound judgment on non-standard terms, pricing exceptions, and commercial edge cases.
- Act as the senior point of escalation for billing disputes, provisioning failures, and partner issues, and support the design and delivery of training programs that scale with the business.
- Manage and develop a team of 2 operations professionals across global markets, coaching and building a team people are proud to be part of.
- Lead cross-functional improvement initiatives with Transformation, IT, RevOps, and Finance to drive automation, and champion data integrity and audit/internal control documentation across operational workflows.
Benefits
- 100% covered company benefits that consist of health, dental, vision as well as access to life insurance, long-term disability, and accidental death/personal loss coverage.
- Flexible Hours and unlimited vacation
- 11 company-paid holidays
- 3 extra days for volunteering
- Hybrid work model that balances office and remote work, with structured onboarding to foster connections and team integration.
- Free access to professional training platforms to explore your interests and enhance your skills.
- Up to 16 weeks of paid leave for birthing parents/primary caregivers
- 6 weeks for secondary caregivers.
- 401(k) plan featuring up to 4% company matching contributions, vesting immediately, to grow your retirement savings.
- Bonuses for referring successful hires after three months of continuous employment.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
