Customer Operations Manager Jobs in Boston, MA (NOW HIRING)

We're looking for a Revenue Operations Manager, Customer Operations to own the operational infrastructure that supports Later's brand customers across our Influence Platform, Managed Services offerings, and Mavely. This role sits at the center of the customer lifecycle-bridging what Sales sells with what our Services and Client Success teams deliver.You'll be responsible for building the systems, processes, and performance intelligence that ensure contracted revenue converts into efficient, effective customer outcomes.

This is a high-impact role for someone who thinks in systems and outcomes, thrives in cross-functional environments, and enjoys bringing structure to complex, fast-growing businesses.Reporting to the VP of Revenue Operations, you'll partner closely with Services, Client Success, Sales, and Finance to ensure our customer operations can scale with growth-without sacrificing quality, margin, or customer trust.

• Define and own the operational frameworks that ensure sold revenue is delivered efficiently and effectively across all brand customer offerings.
• Establish clear definitions of campaign health, customer health, and operational performance that align Services, Client Success, Finance, and Sales.
• Translate revenue pipeline signals into forward-looking operational insights that inform staffing, prioritization, and investment decisions.

Revenue Accountability & Performance Intelligence

• Own the metrics that answer "did we deliver what we sold, and was it efficient?" at the campaign, customer, and portfolio level.
• Build and maintain reporting that surfaces campaign health, budget utilization, margin performance, and delivery risk.
• Partner with Services, Client Success, and Finance leadership to define what "healthy" looks like and implement early warning systems when campaigns or customers drift off track.
• Develop consistent frameworks for measuring customer health that work across product lines and engagement models.

Sales-to-Services Handoff & Capacity Forecasting

• Own the end-to-end Sales-to-Services handoff process, ensuring accurate, timely, and complete transfer of deal context into execution.
• Build pipeline-to-capacity forecasting models that give Services 30-60-90 day visibility into incoming workload.
• Connect Sales forecasting with Services capacity planning to enable proactive staffing and resource allocation.
• Develop load-balancing frameworks and recommendations that help Services leadership distribute work effectively.

Operational Process Design & Customer Infrastructure

• Design, document, and continuously improve the workflows that move customers from sale through delivery completion.
• Identify friction, bottlenecks, and inefficiencies across customer operations and build scalable, repeatable solutions.
• Define SLAs, efficiency benchmarks, and operational standards that drive consistency across Sales, Customer Operations, and product lines.

Systems & Enablement

• Own the Salesforce data architecture that enables clear visibility into customer and campaign performance.
• Ensure data integrity and system hygiene across the customer and campaign lifecycle.
• Support the systems infrastructure that enables Account Directors, CSMs, and Delivery teams to operate from a shared source of truth.
• Partner with central RevOps and Systems teams on platform enhancements, integrations, and automation.
• Create documentation and enablement resources so teams can effectively use the systems and processes you build.

• Act as a trusted operational partner to Services, Client Success, Sales, and Finance leaders.
• Facilitate alignment across teams by creating shared metrics, processes, and operating rhythms.
• Communicate clearly and proactively to ensure stakeholders understand performance, risks, and upcoming capacity constraints.

Within your first 6-12 months, success in this role will look like:

• A documented, reliable Sales-to-Services handoff process with clear validation criteria and strong adoption across teams.
• Campaign efficiency and effectiveness reporting that is trusted by Services leadership, Finance, and the executive team.
• A pipeline-to-capacity forecasting model that provides Services with 30-60-90 day visibility into incoming demand.
• Measurable improvements to delivery efficiency and/or margin performance driven by operational process improvements.
• A unified customer health measurement framework-built in partnership with your RevOps counterparts-that works across all brand product lines.
• Recognition as the go-to expert for "how did we do?" and "what's coming?" questions across the Services organization.

• 4+ years of experience in Revenue Operations, Sales Operations, Business Operations, or Customer Operations within a SaaS, professional services, or solutions delivery environment.
• Proven ability to design and implement cross-functional processes that drive measurable business outcomes.
• Strong command of Salesforce or comparable customer management platforms, including reporting, workflow design, and data modeling.
• Experience with capacity planning, forecasting, or resource modeling that connects demand signals to operational capacity.
• An analytical mindset with the ability to translate data into insight-and insight into action.
• Understanding of services delivery, agency operations, or delivery-based business models; experience in the creator economy or marketing industry is a plus.
• Exceptional written and verbal communication skills, with the ability to document complex processes and influence senior stakeholders.
• Comfort operating in ambiguity and a bias toward building structure where it doesn't yet exist.
• Experience with project management tools (e.g., Asana, Teamwork) and BI or reporting tools (e.g., Tableau, Looker, Domo, or similar)

• Driven by Impact: You deliver results that matter-prioritizing high-value work, meeting deadlines, and adapting quickly while keeping outcomes clear.
• Strategic & Customer-Centric: You anticipate risks and opportunities, connect decisions to long-term growth, and build trust through proactive insights.
• Curious & Growth-Oriented: You seek knowledge, ask sharp questions, and apply learnings fast-challenging the status quo with a mindset of improvement.
• Collaborative & Resilient: You thrive in change by staying resourceful, solution-focused, and positive-removing roadblocks, sharing insights, and keeping morale high.
• Accountable & Honest: You own your work, hold yourself and others to a high bar, and use transparent feedback to drive growth.
• Emotionally Intelligent: You build trust through empathy and collaboration, foster inclusion, and inspire others with grit, optimism, and integrity.

We take a market-based & data-driven approach to compensation. We leverage data from trusted third-party compensation sources to help us understand the market value of a role based on function, level, geographic location, and scope. We evaluate compensation bi-annually, including performance and market-related factors.

Our salaries are benchmarked against market Total Cash Compensation for the geographic location of our job posting. Compensation for some roles is structured as On Target Earnings (OTE = base + commission/variable) while for others it is structured as Salary only.

To comply with local legislation and ensure transparency, we share salary ranges on all job postings. Skills, experience and other factors help determine the final salary we offer which may vary from the original range posted. 

Additionally, all permanent team members are eligible to participate in various benefits plans as part of their overall compensation package.

Salary Range: 

$ 130,000 - 140,000 USD 

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