Revenue Operations Manager - Customer Operations

Revenue Operations Manager - Customer Operations Boston, MA Apply Later is the world’s most intelligent influencer marketing company, built to give brands the confidence to create unforgettable campaigns. By combining real creator relationships, trusted intelligence, and expert guidance, Later removes fear and guesswork from one of marketing’s most visible investments. Built on a native, AI-powered platform and more than a decade of proprietary data—including billions of social interactions, impressions, and $2.4B+ in verified influencer-driven purchases—Later helps teams understand what will work before they launch. By combining trusted insight with expert guidance, Later removes guesswork from influencer marketing, enabling brands to choose the right creators, execute fully managed campaigns, and drive meaningful growth across awareness, engagement, and revenue. Trusted by leading enterprise brands including Nike, Wayfair, Unilever, and Southwest Airlines, Later bridges creativity and performance so campaigns don’t just look good—they deliver results. Learn more at later.com. About this position: 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. What you'll be doing: Strategy 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. Technical/ Execution 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. Team / Collaboration 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. What success looks like: 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. What you bring: 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)