Customer Operations Manager

Atomus; San Francisco (CA); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Stock options

Lunch provided

Housing incentive

Job summary

Atomus in San Francisco is seeking a Customer Operations Manager to own the commercial and operational aspects of each customer account. You’ll handle audit scheduling, billing, licensing and service agreements, working with Success, Compliance, Sales and Finance, and traveling 1–2 weeks per month to meet customers on site.

You should be highly organized, comfortable negotiating pricing and contract terms, and capable of building relationships with customer executives and third-party assessors

Qualifications

• 3+ years in customer operations, account management or similar role.
• Hands-on experience with subscription billing and license management.
• Confidence in pricing discussions and contract terms.
• Strong organizational skills and ability to track many timelines.
• Advanced spreadsheets; comfortable with CRM, ticketing and billing tools.
• Clear, professional written and verbal communication with executives.
• Willingness to travel 1–2 weeks per month.

Responsibilities

• Own audit scheduling across all customers, including renewals and assessments.
• Coordinate dates with customers, compliance, and external assessors; send NDAs and prep packs.
• Manage invoices, payments, disputes and credits; reconciliation with contracts.
• Maintain single source of truth across CRM, billing, licensing and audits.

Skills

Customer ops

Account mgmt

Billing ops

Subscription Billing

License mgmt

Pricing talks

Organizational

Excel

CRM tools

Executive comms

Travel-ready

Tools

Chargebee

Stripe

Pax8

HubSpot

Job description

Atomus' mission is to provide world-class cybersecurity for the world's most critical organizations. We sell security compliance infrastructure to aerospace and defense companies that need to meet NIST SP 800-171, DFARS 7012 and CMMC requirements. Customers don’t have to build, maintain, monitor and document their own IT infrastructure for audit. Instead, they onboard to our pre-built, pre-compliant infrastructure, which we deliver as a managed service along with professional services and support. More than 150 aerospace and defense companies trust Atomus, including hypersonic aircraft companies, satellite and space mission systems companies, and AI and software companies. At Atomus, we work hard, move fast and put our customers first.

About the Role

As Customer Operations Manager, you will own the commercial and operational side of every Atomus customer account: audit scheduling, billing, licensing and service agreements. You'll be the one person accountable for keeping each customer's contract, seats, invoices and assessment timeline accurate and on track. You'll also be one of the faces of Atomus in the field. You'll represent us at industry conferences, run customer events and visit customers on site, traveling 1-2 weeks a month. You'll work closely with our Customer Success, Compliance, Sales and Finance teams, and directly with customer executives, IT leads and third-party assessors. This role suits someone who is organized, good with numbers, calm in commercial conversations and comfortable building relationships in person.

What You'll Do

Audit and assessment scheduling

• Own the audit calendar across all customers, including CMMC assessments, quarterly reviews and renewals.
• Coordinate dates between customers, our compliance team and external assessors (C3PAOs), and send NDAs, confirmations and prep packs.
• Track readiness milestones and flag at-risk audits to Customer Success and Compliance early.
• Be the customer's first contact for invoices, payment questions, disputes and credits.
• Reconcile invoices against contracts and seat counts in our billing systems (e.g., Chargebee, Stripe, Pax8), and resolve discrepancies with Finance.
• Follow up on unpaid invoices and keep an accurate accounts-receivable view for each customer.

Licensing

• Manage customer licenses and seat inventory across Microsoft 365, Atomus seats and partner products.
• Process adds, removals, upgrades and downgrades, and make sure onboarding is never blocked by a missing seat.
• Run true-ups and renewal reviews so customers pay for what they use.

Service agreements

• Lead day-to-day service agreement conversations about scope, renewals, amendments, add-on services and term changes.
• Prepare quotes and order forms with Sales, and route pricing exceptions and legal terms for approval.
• Keep a clean record of each customer's contract, term dates and entitlements.

Events and customer visits

• Attend industry conferences and staff the Atomus booth, meeting customers and prospects in person.
• Plan and run customer events, such as dinners and customer conferences, from venue and guest list to follow-up.
• Visit customers on site to strengthen relationships, review their accounts and support renewals.
• Travel 1-2 weeks a month for conferences and customer visits.

Customer operations

• Keep a single source of truth that links each customer across our CRM, billing, licensing and audit systems.
• Build and improve processes, templates and automations for onboarding, renewals and offboarding.
• Report monthly on renewals, license use, billing health and upcoming audits.

Required Skills

• 3+ years in customer operations, account management, billing operations or a similar customer-facing operations role, ideally at a B2B SaaS or managed services company.
• Hands-on experience with subscription billing and license management.
• Confidence handling commercial conversations about pricing, renewals and contract terms.
• Strong organization. You can run dozens of customer timelines at once without missing a date.
• Advanced spreadsheet skills, and comfort working across CRM, ticketing and billing tools.
• Clear, professional written and verbal communication with customer executives.
• Comfort representing the company in person, and willingness to travel 1-2 weeks a month.

Preferred Skills

• Experience in cybersecurity or compliance (CMMC, NIST SP 800-171, ISO 27001, SOC 2).
• Familiarity with Microsoft 365 licensing, including GCC High, and distributor platforms such as Pax8.
• Experience with Chargebee, Stripe, Pylon, HubSpot or similar tools.
• Experience scheduling third-party audits or working with assessors.
• Experience planning events or working trade show booths.
• A track record of building processes or automations that removed manual work.

What We Offer

• Stock options
• Lunch provided three days a week
• Housing incentive for employees who live close to our San Francisco office