Manager, Customer Service Operations

Nexthink; Massachusetts; Hybrid; USD 140,000 - 180,000; Full time

Benefits offered by this job

Hybrid work model

Unlimited vacation

Company holidays

401(k) matching

Referral bonuses

Job summary

Nexthink, a global software company, is seeking a Manager of Customer Service Operations to own the operational backbone of the Go-to-Market engine. You will sit at the intersection of Sales, Finance, Legal, and Customer Success to accelerate bookings, onboarding, and renewals across a fast-growing environment.

You will lead end-to-end Quote-to-Cash processes, optimize billing, and champion data integrity while managing a small global team.

Qualifications

• Proven leadership experience in a fast-scaling software or SaaS environment.
• Experience leading operations teams and driving end-to-end Quote-to-Cash programs.
• Strong understanding of billing, provisioning, and revenue-recognition controls.

Responsibilities

• Own bookings integrity end-to-end, enforcing controls for revenue accuracy and audit readiness.
• Drive accurate, timely billing across licenses, subscriptions, and services.
• Manage end-to-end Quote-to-Cash process and track key KPIs across systems.
• Oversee customer lifecycle from signature to offboarding, including onboarding and licensing.
• Coordinate license provisioning, renewals, and partner enablement to prevent missed renewals.
• Lead channel order processing and partner license fulfillment for resellers and distributors.
• Triages and resolves escalations on billing disputes, provisioning failures, and partner issues.
• Lead and develop a team of 2 operations professionals across global markets.
• Drive cross-functional improvements with Transformation, IT, RevOps, and Finance.
• Partner operations experience in reseller/distributor ecosystems is a plus.

Skills

Leadership

Cross-functional collaboration

Project management

Sales operations

Data-driven decisions

Education

Master's degree in Business/Finance/Operations

Tools

Salesforce

NetSuite

Zuora

Conga

SFDC CPQ

Job description

Hi, we’re Nexthink. We’re not just the leader in the digital employee experience category, we invented the category. Our solutions combine real-time analytics, automation and employee feedback across all endpoints to help IT teams delight people at work. Our cloud-native platform pinpoints issues and solutions, automates response, and helps companies continuously improve their employees’ experience, making them more productive, efficient, and happy at work. We have millions of endpoints deployed, we’ve surpassed $190M in ARR, and we’ve recently secured $180M in Series D financing for a company valuation of $1.1B, but we’re just getting started.

*This is a hybrid position working out of our Boston, MA office - 3 days per week onsite. Candidates MUST live within commutable distance to our office.

We're looking for a Manager of Customer Service Operations to own the operational backbone of our global Go-to-Market engine. You'll sit at the intersection of Sales, Finance, Legal, and Customer Success — making deals close faster, customer onboarding smoother, and revenue flow cleaner. This is an opportunity to make operational excellence a genuine competitive advantage for a fast-scaling, global software company.

Key Responsibilities

• Own the integrity of the company's bookings process end-to‑end, enforcing the controls that protect revenue accuracy and support audit readiness.

• Drive accurate, timely billing across License, Subscription, and Professional Services contracts, reducing errors and accelerating cash collection.

• Champion the end-to‑end Quote-to-Cash process and track KPIs (SLAs, backlog, billing accuracy, cycle times), eliminating friction across CRM, CPQ, and ERP systems and translating performance data into decisions.

• Manage the customer lifecycle from signature to separation — coordinating onboarding (license provisioning, welcome workflows, SLA tracking) and offboarding (contract termination, license revocation, final billing).

• Own license operations across customer provisioning, demo environments, and partner enablement, and partner with Sales and Customer Success on renewal quote production so no renewal falls through the cracks.

• Manage channel order processing and partner license fulfillment for the reseller and distributor ecosystem.

• Serve as the operational backbone for Sales, CS, and Finance — triaging and resolving support requests against SLAs that mean something, while providing sound judgment on non‑standard terms, pricing exceptions, and commercial edge cases.

• Act as the senior point of escalation for billing disputes, provisioning failures, and partner issues, and support the design and delivery of training programs that scale with the business.

• Manage and develop a team of 2 operations professionals across global markets, coaching and building a team people are proud to be part of.

• Lead cross‑functional improvement initiatives with Transformation, IT, RevOps, and Finance to drive automation, and champion data integrity and audit/internal control documentation across operational workflows.

• Proven leadership experience in a fast‑scaling software or SaaS environment, with a track record of building high‑performing operations teams.

• Deep understanding of the Quote-to-Cash cycle and the levers that drive revenue accuracy and efficiency.

• Strong Salesforce expertise; familiarity with NetSuite, Zuora, Conga, SFDC CPQ, or comparable ERP/billing tools is a plus.

• Exceptional communication skills across all levels, from CFO to junior analyst.

• A genuine ownership mindset and structured project management skills, comfortable running multiple workstreams in a high‑pace environment.

• Partner/channel operations experience — familiarity with reseller or distributor ecosystems is a strong plus.

• Master's degree or equivalent experience in Business, Finance, or Operations.

We are nearly 700 employees strong in 21 countries across 8 different time zones speaking 60+ languages. We are positive, we get things done, we keep growing, and we are one team, we are Nexthink. We believe actions are stronger than words when it comes to diversity, inclusion, and equity in the workplace. Nexthinkers are multinational and multilingual, and come from all walks of life. We are committed to hiring a genuinely representative workforce that can create solutions and foster innovation for the modern digital employee experience.

Total Rewards @ Nexthink

At Nexthink, we offer one of the most comprehensive and generous benefits plans. Your totalrewards compensation package includes base salary and may also include a commission or performance bonus plan. We provide our US employees with 100% covered company benefits that consist of health, dental, vision as well as access to life insurance, long‑term disability, and accidental death/personal loss coverage.

In addition, we offer:

• Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 15 days of holidays we offer), 11 company‑paid holidays, and 3 extra days for volunteering.
• Hybrid work model that balances office and remote work, with structured onboarding to foster connections and team integration.
• Free accessto professional training platforms to explore your interests and enhance your skills.
• Up to 16 weeks of paid leave for birthing parents/primary caregivers, 6 weeks for secondary caregivers.
• Plan for the future with a 401(k) plan featuring up to 4% company matching contributions, vesting immediately, to grow your retirement savings.
• Bonuses for referring successful hires after three months of continuous employment.

Base salary ranges are determined by country, role, level, experience, and skills. The range displayed on each job posting reflects Nexthink’s good faith determination of the minimum and maximum targets for new hire salaries across all US locations. Individual pay is determined by related factors, including job skills, experience, and relevant education or training, which may impact a final offer. Your Talent Acquisition Partner can share more about the specific salary range during the hiring process.