Revenue Operations Manager

Avoca•New York, NY

12h•Onsite

About The Position

Avoca is hiring a Revenue Operations Manager (Post-Sales) to build, scale, and maintain the systems that power Customer Success, renewals, and expansion as the company grows from 570 to 1,000+ customers. This role involves partnering directly with the Director of Revenue Operations and collaborating daily with Customer Success, Finance, and Sales leadership. The manager will own post-sales operations end-to-end, including implementation tracking, renewal pipeline management, customer health scoring, churn analysis, and developing the data infrastructure needed for data-driven account management. The company has already established foundational architecture, including CRM tracking for implementations, automated Quote-to-Cash processes, and standardized contracts. The primary opportunity for this role is to transform this blueprint into an efficient machine, specifically by closing the significant gap between what is sold and what goes live, which is identified as the biggest revenue unlock for the company. The ultimate goal is to provide accurate, data-backed answers regarding Net Revenue Retention (NRR) to the board.

Requirements

4-7+ years in RevOps, Customer Success Ops, or Revenue Strategy at a high-growth SaaS company (Series A-C ideal).
Proven track record building post-sales infrastructure: renewal pipelines, customer health programs, churn reporting.
Experience solving the "sales closed it but CS never launched it" problem before, including implementation tracking, handoff design, book-to-live visibility.
Track record of owning and delivering complex projects autonomously.
HubSpot power user (admin level): custom objects, workflows, calculated properties, reporting.
Experience with support platforms (Zendesk, Intercom, Freshdesk) and building CRM-to-support integrations.
Comfortable working with product usage data and building it into operational workflows.
Comfortable with AI-powered workflow tools.
Ability to turn raw CRM data into insight and action.
Ability to spot leaks and bottlenecks before they break the funnel.
Ability to think in systems.
Pragmatic approach: fix what matters, deprioritize what doesn't, and document as you build.
Ownership of outcomes, not just outputs.
Ability to communicate complex analysis in simple terms to executives.
Self-directed.
Thrive in high-growth environments where the system doesn't exist yet and you're the one building it.
Strong communicator who can influence without authority across CS, Finance, Product, and Sales.
In-office in NYC (Union Square).
Instinctively ask "Can an agent do this?" before doing anything manually.

Nice To Haves

Experience with BI tools (Metabase, Looker, Tableau) is a plus.

Responsibilities

Own the post-sales data model and automation
Own the CRM data architecture for post-sales: implementation projects, line items with product status tracking, and company lifecycle fields.
Keep CRM data accurate, automated, and auditable.
Build and maintain workflows that eliminate manual handoffs: project creation at deal close, go-live cascades that update product and company status, and gap detection when things fall through the cracks.
Enforce data integrity across 500+ customer accounts, ensuring contract end dates, product statuses, and lifecycle stages reflect reality.
Partner with Deal Desk to ensure clean handoffs from sales close to implementation.
Stand up renewal and expansion operations
Build and run the Renewal Pipeline so every customer with a contract end date has a renewal deal, a stage, and an owner.
Implement the lifecycle model for product status changes at renewal: old products superseded, new products activated, ARR calculation stays clean and auditable.
Surface renewal timing signals: companies approaching contract end, past-term accounts needing outreach, expansion candidates based on product gaps.
Make ARR trustworthy.
Build customer health scoring and support integration
Design and deploy a customer health score combining product usage signals, support ticket volume and resolution time, engagement frequency, and revenue concentration.
Integrate the CRM with the support platform so account context flows to support agents and ticket data flows back for unified reporting.
Build ticket classification and root cause reporting.
Replace anecdotal churn reviews with data: what's breaking, how often, and for whom.
Distinguish pre-live vs. post-live churn.
Enable CS with data and automation
Track products per customer to identify cross-sell gaps.
Value realization reporting: proactively share performance benchmarks and ROI analysis with customers.
CSM workload balancing: replace subjective assignment with formula-based logic (account tier, product count, onboarding stage).
Build workflow automation for proactive outreach triggers, QBR scheduling, and escalation paths so CSMs spend time on customers, not chasing data.
Partner across the business
Work daily with CS leadership on post-sales operations, account health, and renewal motions.
Partner with Finance on ARR definitions, contract value reconciliation, and billing alignment.
Coordinate with the Pre-Sales RevOps Manager on sales-to-CS handoffs, deal desk validation, and shared data standards.
Document processes and train the CS team on new systems as they ship.
Build self-service resources that actually get used.
Present insights and recommendations to leadership.
Influence post-sales strategy with data, not opinions.
Identify gaps in the post-sales operating model and propose solutions.