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Success Operations Manager

The Knot Worldwide
Washington, DC
  • Expired: July 07, 2022. Applications are no longer accepted.


The Local Revenue Operations team at The Knot Worldwide is seeking a Success Operations Manager to play a key role building, managing and iterating on our operations infrastructure. The ideal candidate is a data-driven problem solver who has a passion for creating predictability, scalability and efficiency, and can balance strategy with tactical execution. You will work cross-functionally with the Sales, Service, Marketing, Product, Technology and Legal teams to drive the success of our go-to-market strategy and execution. You will develop, test and implement new strategies and programs to ensure efficiencies throughout the post-acquisition cycle including simplifying processes and increasing retention productivity & performance.


  • Act as the primary business partner to account management, service and billing leadership to drive overall strategy, process, and efficiency
  • Help develop a prioritized roadmap of enhancements and optimizations to keep pace with the needs of the account management, service & billing teams
  • Translate strategy into specific business initiatives, develop operational plans, execute, measure, and iterate
  • Partner with cross-functional teams to uncover opportunities to leverage data and technology that will help the account management, service & billing teams exceed targets
  • Establish & evaluate performance metrics for service & billing representatives for every communication channel and ensure they're met
  • Lead projects and initiatives focused on improving productivity and simplifying processes throughout the retention organizations
  • Collaborate cross-functionally to ensure alignment, accountability and timely execution of quarterly initiatives
  • Proactively identify process inefficiencies and implement improvements across go-to-market strategy
  • Manage Net Promoter and Customer Satisfaction Scores
  • Actively monitor, analyze and report on retention activities
  • Collaborate with partners to identify and prioritize expansion/upsell opportunities
  • Work cross-functionally within other segments of the Revenue Operations function to optimize vendor lifecycle and identify areas of opportunity and growth


  • BA/BS degree, with 4-6 years of relevant professional experience in sales, service, marketing or operations
  • Outstanding communication, presentation, and relationship management skills
  • Strong project management skills
  • Analytical problem solver and decision maker with acute attention to detail
  • Experience evaluating, implementing, and maintaining software solutions
  • Previous SaaS experience highly preferred; understanding of the SaaS business model required
  • Strong technical experience (Excel, PowerPoint, building dashboards)
  • Ability to obtain, synthesize, and analyze data from disparate sources
  • Comfort working cross-functionally and advocating for your ideas and insights
  • Knack for building strong relationships and overcoming objections
  • Ability to prioritize, set deadlines, and meet aggressive goals
  • Values autonomy, and functions well in low control/high uncertainty environments
  • Ability to thrive in fast-paced, changing environment


The Knot Worldwide


Washington, DC