Nasuni | Boston Seaport, MassachusettsWork arrangement: Hybrid - 3 days onsite, 2 days remote
Reports to: Director, Revenue Operations Systems
Role overviewNasuni is seeking a Senior Revenue Operations Manager, Post-Sale to design, improve, and scale the business processes supporting our customer revenue lifecycle.
This role owns the operational workflows that help our Customer Success and Account Management teams drive gross and net revenue retention, while supporting Customer Support, Technical Account Management, and Professional Services.
You'll connect 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, not a systems administration position. We're looking for a systems thinker who sees how people, processes, data, and technology work together-and knows how to translate complex challenges into practical, measurable improvements.
Level and scope of responsibilityAs a senior individual contributor, you'll independently lead complex, cross-functional operational initiatives, define process requirements, prioritize improvements, and influence stakeholders across the post-sale organization.
You'll own business process design and adoption, partnering with Enterprise Business Systems and Analytics teams that manage technical implementation and reporting infrastructure.
You will be responsible for evaluating and championing AI-enabled tools and setting standards for their use - You will drive and champion that change to AI Tools.
What you'll doPost-sale revenue operations- 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.
Customer health and retention- 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.
Process improvement and enablement- 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.
Cross-functional partnership- 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.
Expected outcomes and impactSuccess means more reliable renewal execution, earlier identification of customer risk, clearer accountability between teams, and measurable improvements in process adoption, efficiency, and data quality.
What you'll bringMust-have qualifications- 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.
Preferred qualifications- Experience supporting enterprise B2B SaaS subscription businesses.
- Practical experience using AI-enabled tools for operational analysis, workflow improvement, or automation, with appropriate validation.
Ideal experience- 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.
Experience guidelinesTypically 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. We are also open to remote candidates for this role. #LI-Remote #BI-Remote
