Sr. Manager, Revenue Operations (Support)
Core
Sr. Manager, Revenue Operations (Support) acting as a strategic architect to align Support operations with business outcomes, specifically customer retention and lifetime value.
Role type
Senior Manager, Revenue Operations (Support)
Builds
Operational frameworks connecting Support activity to revenue outcomes, forecasting models, and AI measurement systems for the Support function.
Domain
SaaS / Customer Support / Revenue Operations
Required skills
Strategic planning, forecasting, financial modeling, data analysis, KPI framework design, AI/automation strategy, stakeholder management, process optimization
Preferred skills
Experience with tiered support operations, AI deflection/resolution metrics, cross-functional leadership
Technologies
AI support tools, analytics infrastructure, forecasting frameworks
Responsibilities
Partner with Support leadership on annual/quarterly planning and forecasting; Build analytical frameworks linking Support quality to retention and churn; Design KPI frameworks for CSAT, turnaround time, and resolution quality; Own RevOps layer for Support AI bot including deflection and resolution metrics; Track performance across L1, L2, and L3 tiers; Build cost efficiency models for resolution and channel mix.
Seniority
Senior, hands-on IC with strategic leadership
