Senior Revenue Operations Manager

Essential Job Duties

• Partner with Customer Success leadership to establish accurate renewal forecasts, tying insights into company-wide revenue projections.
• Partner with Customer Success leadership to develop processes and playbooks to proactively address churn risks and surface opportunities well in advance of renewal dates.
• Establish KPIs and reporting frameworks for tracking upsell/expansion rates, churn rates, and adoption metrics.
• Conduct analyses to identify churn and expansion patterns, translating findings into operational and NRR improvements.
• Collaborate closely with GTM Systems team to implement enhancements, integrations, and process automation in Gainsight.
• Own the requirements for and manage renewal tracking processes in Salesforce and Gainsight to provide visibility into renewal timelines, risk status, and expansion opportunities.
• Analyze and optimize territory assignments and books of business to balance workload, maximize customer coverage, and improve renewal and expansion outcomes.
• Drive alignment between Customer Success, Accounting, FP&A, and GTM systems to ensure accurate and timely processing of renewals, amendments, and addendums.
• Partner with the VP of Revenue Operations to design, refine, and operationalize compensation plans for the Customer Success team.
• Provide ongoing visibility to team members on how they are tracking toward compensation goals, NRR targets, and renewal objectives.

Other Job Duties

• Other duties as assigned by supervisor or HHAeXchange leader.

Travel Requirements

• Travel up to 10-25%, including overnight travel

Required Education, Experience, Certifications and Skills

• 5+ years of experience in a GTM/Revenue Operations role or Management Consulting.
• At least 2 years in a CS Operations role or similar with ownership over renewal forecasting.
• Advanced proficiency in Microsoft Excel.
• Experience defining requirements and business processes within Gainsight and Salesforce; ability to partner with system admins to implement solutions.
• Experience optimizing territories and books of business to support balanced workloads and revenue goals.
• Familiarity with Business Intelligence tools (e.g., Tableau) is a plus.
• Proven ability to fine-tune processes, analyze data, and present actionable insights.
• Self-starter with a strong work ethic and integrity.
• Adaptive to change, with strong collaboration skills across cross-functional teams.
• Strategic, intellectually curious, and effective at solving complex problems with clear, fact-based recommendations.
• Detail-oriented with excellent written and verbal communication skills.