Revenue Operations Manager (Post Sales)

Dialpad • San Ramon, CA

3h • Onsite

About The Position

Dialpad is an AI-native business communications platform that unifies calling, messaging, meetings, and contact center services, all powered by real-time AI. Over 70,000 companies globally, including major brands like WeWork and Uber, rely on Dialpad for enhanced customer connections and AI-driven insights. The company is pioneering the shift to Agentic AI with its DAART initiative, aiming to redefine communication platforms by enabling intelligent agents to automate workflows, resolve issues, and accelerate revenue. At Dialpad, AI is integrated into daily operations to empower employees, fostering faster work, bigger thinking, and greater achievements. The company values intensely curious individuals who operate at a high level, embodying core traits such as Scrappy, Curious, Optimistic, Persistent, and Empathetic. The Revenue Operations Manager – Post Sales is responsible for the operational mechanics of Dialpad’s recurring revenue engine. This role specifically oversees Gross Revenue Retention (GRR), Net Revenue Retention (NRR), renewals forecast accuracy, expansion pipeline governance, Customer Success & Renewals operating cadence, the integrity of the Land → Expand → Adopt → Renew journey, and product interlocks for new product introductions within the installed base. This is a revenue ownership role, distinct from a reporting function or a CS business partner role.

Requirements

• 6–8+ years in Revenue Operations, CS Operations, or Post-Sales Strategy.
• Experience supporting subscription SaaS retention motions.
• Deep understanding of renewal forecasting and expansion mechanics.
• Strong analytical capability and structured thinking.
• Comfortable influencing CS and executive leadership.
• Ability to operate in high-growth, cross-functional environments.
• Experience with Customer Success platforms (Gainsight, Totango, or ChurnZero acceptable).
• Strong understanding of renewal forecasting and GRR/NRR modeling.
• Advanced Excel / Sheets modeling skills.
• Deep familiarity with Salesforce opportunity and account data structures.
• Experience integrating CS platforms with CRM systems.
• Ability to translate product usage data into retention insights.
• Strong BI and data visualization experience.

Nice To Haves

• Experience with Customer Success platforms (Planhat preferred).
• SQL proficiency preferred.

Responsibilities

• Own operational governance of Gross and Net Revenue Retention.
• Monitor churn, contraction, and expansion drivers.
• Identify structural gaps impacting retention.
• Establish leading indicators for revenue risk.
• Provide executive-level visibility into recurring revenue health.
• Own renewal forecasting methodology and discipline.
• Validate renewal commitments and risk assessments.
• Improve renewal forecast accuracy across segments.
• Establish a structured renewal inspection cadence.
• Design and run operational forums for CS and Renewals.
• Standardize inspection standards across segments.
• Align expansion governance with sales forecasting rigor.
• Ensure consistent pipeline hygiene within post-sales motions.
• Own expansion opportunity visibility and stage discipline.
• Monitor cross-sell/upsell pipeline health.
• Identify leakage within installed accounts.
• Align expansion inspection standards with new logo practices.
• Define and govern operational handoffs across lifecycle stages.
• Ensure adoption signals are visible and measurable.
• Identify friction points in the customer journey.
• Partner cross-functionally to improve retention mechanics.
• Serve as RevOps lead for new product rollouts within the installed base.
• Ensure expansion, attach visibility, and adoption tracking.
• Monitor product adoption metrics impacting retention.
• Provide feedback loops to Product on customer behavior trends.

Benefits

• Competitive salary
• Comprehensive benefits
• Real opportunities for growth
• Competitive benefits and perks
• Cutting-edge AI tools
• Robust training program
• Inclusive and vibrant office environment
• Exceptional culture, repeatedly recognized as a Great Place to Work

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees