Manager, Customer Service Operations (SaaS)

Location: Hybrid in Boston, MA, USA, with three days per week onsite. Candidates must live within commutable distance of the Boston office.

Salary: USD 120,000–USD 200,000 yearly.

Company

Cloud-native software business providing digital employee experience analytics, automation, and employee feedback solutions for IT teams.

What you will do

• Own the end-to-end bookings process, revenue controls, audit readiness, and billing accuracy across license, subscription, and professional services contracts.
• Lead the Quote-to-Cash process, monitor SLAs and operational KPIs, and improve workflows across CRM, CPQ, and ERP systems.
• Manage customer onboarding and offboarding, including license provisioning, welcome workflows, SLA tracking, contract termination, license revocation, and final billing.
• Oversee license operations, demo environments, renewal quote production, channel order processing, and partner license fulfillment.
• Act as the senior escalation point for billing disputes, provisioning failures, partner issues, pricing exceptions, and non-standard commercial terms.
• Manage and develop two operations professionals while leading automation, data integrity, and internal-control initiatives with Sales, Customer Success, Finance, IT, RevOps, and Transformation.

Requirements

• Leadership experience in a fast-scaling software or SaaS environment with a record of building high-performing operations teams.
• Deep understanding of the Quote-to-Cash cycle, revenue accuracy, billing efficiency, and operational controls.
• Strong Salesforce expertise; experience with NetSuite, Zuora, Conga, SFDC CPQ, or comparable ERP and billing tools is useful.
• Experience with partner or channel operations, including reseller or distributor ecosystems, is preferred.
• Excellent communication, structured project management, ownership, and judgment across multiple workstreams.
• Master’s degree or equivalent experience in Business, Finance, or Operations.

Nice to have

• Experience with reseller and distributor ecosystems.
• Familiarity with NetSuite, Zuora, Conga, or SFDC CPQ.

Culture & Benefits

• Hybrid work model with structured onboarding and flexible hours.
• Unlimited paid time off, 15 days of holidays, 11 company-paid holidays, and three additional volunteering days.
• US health, dental, vision, life, disability, and accidental death or personal loss coverage.
• Up to 16 weeks of paid leave for birthing parents or primary caregivers and six weeks for secondary caregivers.
• 401(k) plan with up to 4% company matching contributions and immediate vesting.
• Access to professional training platforms and employee referral bonuses.