What are the responsibilities and job description for the Sr. Manager Revenue/Customer Operations position at Simpro Software?
Sr. Manager of Customer Operations
The Sr. Manager of Customer Operations serves as a strategic partner to the Chief Customer Officer (CCO), leading operational excellence across global Customer teams—including Account Management, Lifecycle Services, Support, and Customer Marketing. This role leads a small team of operations analysts and delivers actionable insights through operational and financial analytics that drive growth, retention, and organizational scale.
What You’ll Do
- Partner cross-functionally to streamline operations, remove friction, and improve efficiency across Customer and Customer Marketing organizations
- Lead business operating rhythms, including weekly run-the-business meetings, quarterly business reviews, business inspections, root-cause analysis, and corrective action planning
- Analyze customer, operational, and financial data to identify trends, risks, and opportunities that inform strategic decisions
- Collaborate with Finance on budgeting and forecasting, translating financial goals into operational targets and execution plans
- Drive Customer go-to-market planning, including capacity planning, compensation design, quota setting, and operational performance management
- Develop a deep understanding of customer segments, business performance, historical trends, and attainment against targets
- Monitor customer retention and growth performance through daily and weekly tracking against key business metrics
- Enable the Chief Customer Officer and Chief Marketing Officer to effectively scale their organizations through data-driven planning and operational rigor
- Lead and develop a high-performing team of operations analysts focused on delivering business impact and strategic insights
What You’ll Bring
Experience & Education
- Bachelor’s degree in Business, Finance, Operations, Marketing, Economics, or a related field required; MBA or advanced degree preferred
- 7 years of experience in Customer Operations, Revenue Operations, Business Operations, Consulting, Finance, or related strategic operational roles
- 2 years of experience leading teams and driving cross-functional operational initiatives
- Experience supporting Customer Success, Account Management, Support, or Customer Marketing organizations in a high-growth or global environment preferred
- Strong experience with operational planning, forecasting, KPI management, and executive-level reporting
- Proficiency with CRM, BI, and analytics tools such as Salesforce, Tableau, Looker, Power BI, or similar platforms
Business Acumen
You understand how businesses operate and how cross-functional teams work together to achieve company goals. You think strategically, balance short- and long-term priorities, and stay focused on customer and business outcomes.
Operational Excellence
You are highly organized, detail-oriented, and skilled at managing multiple priorities in a fast-paced environment. You bring structure, discipline, and follow-through to everything you do.
Analytical & Decision-Making Skills
You make informed, data-driven decisions with confidence and objectivity. You can synthesize complex information, identify root causes, and recommend practical solutions that move the business forward.
Drive for Results
You set a high bar for performance and inspire others to do the same. You take ownership, execute with urgency, and consistently deliver high-quality outcomes.
Global Mindset
You understand the complexities of operating in a global environment and appreciate diverse perspectives, business practices, and market dynamics.
Influence & Collaboration
You build strong relationships across functions and levels of the organization. You communicate with credibility, use data to influence decisions, and align stakeholders around shared goals.