Lead Post-Sales Operations Manager

Job Description: • Design and launch Niche’s post-sale operations function, including defining the operating model, success metrics, and best practices • Assess current post-sale workflows and identify opportunities to standardize, automate, and scale • Establish clear ownership and accountability across renewals, churn management, customer lifecycle tracking, and expansion support • Define and document post-sale processes that balance efficiency, data quality, and great customer experience • Own the selection, implementation, and ongoing administration of post-sale tooling, including Gainsight or similar customer success platforms • Track, analyze, and report on churn, retention, and expansion metrics • Define and maintain post-sale KPIs, dashboards, and reporting for leadership and GTM teams • Act as the primary post-sale operations partner to Customer Success and Account Management leadership Requirements: • 8+ years of experience in Revenue Operations, Customer Success Operations, Sales Operations, or a related GTM operations role in a B2B SaaS environment • Proven experience building and scaling post-sale or customer success operations from the ground up • Deep familiarity with customer success platforms such as Gainsight, Totango, or similar tools • Strong understanding of post-sale best practices, including renewals, churn management, customer health scoring, and expansion motions • Hands-on experience administering GTM systems, particularly Salesforce and post-sale tooling • Ability to operate as a senior individual contributor while thinking strategically about future scale • Strong analytical skills with experience defining KPIs and building dashboards • Excellent stakeholder management and communication skills • Comfortable working in a fast-paced, remote-first environment with ambiguity and ownership.

Benefits: • Best-in-class 100% paid employee health plan, including vision and dental and supplemental coverage • Flexible Paid Time Off Policy • Stipend that allows you to build your work from home office in a style and function that suits your personal preferences • Parental leave for all employees (12 weeks fully paid) in addition to short term disability for birthing parents • Meaningful 401(k) with employer match • Your ideas and work will make an immediate impact on our company and millions of users • You will join a team that cares about you, our mission, our work - and celebrates our wins together!

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