Senior Revenue Operations Manager - Post Sale

Nasuni • Boston, MA

19h • Hybrid

About The Position

Nasuni is seeking a Senior Revenue Operations Manager, Post-Sale, to design, improve, and scale business processes supporting the customer revenue lifecycle. The role owns operational workflows that help Customer Success and Account Management drive gross and net revenue retention, while supporting Customer Support, Technical Account Management, and Professional Services. It connects customer, technical, and revenue processes to make renewals more predictable, customer risks more actionable, and cross-functional execution more consistent. This is a business process ownership role rather than a systems administration position.

As a senior individual contributor, the role independently leads complex cross-functional initiatives, defines process requirements, prioritizes improvements, and influences stakeholders across the post-sale organization. It owns business process design and adoption, partnering with Enterprise Business Systems and Analytics teams responsible for technical implementation and reporting infrastructure. The role also evaluates and champions AI-enabled tools and sets standards for their use.

Success means more reliable renewal execution, earlier identification of customer risk, clearer accountability between teams, and measurable improvements in process adoption, efficiency, and data quality. The role is based in Boston Seaport with a hybrid arrangement of three days onsite and two days remote; remote candidates are also considered.

Requirements

• Extensive experience in Revenue Operations, Customer Success Operations, GTM Operations, or related SaaS business operations.
• Demonstrated ownership of post-sale process design, including renewal workflows, customer health, retention, or risk management.
• Proven ability to lead complex cross-functional initiatives from process discovery through implementation and adoption.
• Strong understanding of CRM data models, customer success platforms, and how business requirements translate into technology workflows.
• Strong analytical judgment, prioritization, stakeholder influence, and change-management skills.
• Experience with Gainsight or comparable customer success platforms and Salesforce or similar CRM systems.
• Typically 9+ years of relevant operations experience, including 4+ years focused on post-sale operations or process ownership; demonstrated responsibility, complexity, and measurable results matter more than an exact career timeline.

Nice To Haves

• Experience supporting enterprise B2B SaaS subscription businesses.
• Practical experience using AI-enabled tools for operational analysis, workflow improvement, or automation, with appropriate validation.
• Designed scalable operating models across multiple post-sale functions.
• Integrated acquired products or customer populations into established post-sale processes.
• Delivered measurable improvements in renewal execution, customer-risk workflows, and operational efficiency.

Responsibilities

• Own and execute the operational roadmap supporting onboarding, adoption, renewal preparation, and renewal close.
• Define scalable workflows and rules of engagement across Customer Success, Account Management, Support, Technical Account Management, Professional Services, and Sales.
• Standardize account transitions, renewal ownership, service handoffs, project intake, and escalation processes.
• Partner with post-sale and technical leaders to integrate acquired products and customers into consistent operational workflows and customer journeys.
• Design and evolve customer health, risk identification, and escalation processes using commercial, customer engagement, and technical health signals.
• Establish actionable triggers, accountable owners, and repeatable playbooks for at-risk accounts and renewal preparation.
• Partner with Analytics and Finance to establish reliable definitions, reporting requirements, and operational performance measures.
• Identify recurring operational friction and redesign processes to reduce manual effort, improve handoffs, and increase consistency.
• Translate business requirements into actionable specifications for systems, reporting, and automation teams.
• Drive process adoption through documentation, training coordination, stakeholder engagement, and ongoing measurement.
• Apply AI-assisted analysis and workflow automation where appropriate, validating outputs and protecting sensitive customer information.
• Act as a trusted operational partner to Customer Experience leadership, Finance, Sales, Analytics, and Enterprise Business Systems.
• Bring data-backed recommendations to planning and prioritization discussions and help teams make informed operational tradeoffs.
• Independently lead complex cross-functional operational initiatives, define process requirements, prioritize improvements, and influence post-sale stakeholders.
• Evaluate and champion AI-enabled tools and set standards for their use.

Benefits

• Best-in-class employee onboarding and training.
• “Take What You Need” paid time off policy.
• Comprehensive health, dental, and vision plans.
• Company-paid life and disability insurance.
• 401(k) and Roth IRA retirement plan.
• Employee referral bonuses.
• Flexible remote work policy.
• 10 paid holidays.
• Wellbeing offerings.
• Pre-tax savings accounts with company contributions.
• Team culture and social activities.
• Collaborative workspaces.
• Free onsite fitness centers and stocked kitchens in select office locations.
• Professional development resources.

What This Job Offers

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