Manager of Customer Operations

Nexthink; Boston (MA); Remote; USD 140,000 - 190,000; Full time

Benefits offered by this job

Flexible working

Life insurance

Critical illness cover

Income protection

Pension plan

Maternity & Paternity leave

Car allowance

Job training and professional developp

Job summary

Nexthink in Boston seeks a Manager of Customer Service Operations to own the operational backbone of our global Go-to-Market engine. You’ll align Sales, Finance, Legal and Customer Success to close deals faster and ensure clean revenue flow.

Lead end-to-end bookings, billing, renewals and the Quote-to-Cash cycle across licenses, subscriptions and services. Oversee onboarding, provisioning, offboarding and partner license fulfillment while coaching a small, high-performing team.

Qualifications

• Master’s degree or equivalent in Business, Finance, or Operations is required.

Responsibilities

• Own the bookings process end-to-end, enforcing controls for revenue accuracy and audit readiness.
• Drive billing across License, Subscription, and Professional Services to reduce errors and accelerate cash collection.
• Champion the Quote-to-Cash cycle and track KPIs across CRM, CPQ, and ERP systems.
• Manage customer lifecycle from signature to separation, including onboarding and offboarding.
• Oversee license operations, renewals, and partner license fulfillment with Sales and CS.
• Triaging and resolving escalations on billing disputes and provisioning issues, with scale training programs.
• Lead a team of 2 operations professionals across global markets and drive cross-functional improvements.

Skills

Leadership

Revenue ops

Cross-functional teamwork

CS Ops

Process improvement

Education

Master's degree in Business/Finance/Operations

Tools

Salesforce

NetSuite

Zuora

Conga

SFDC CPQ

Job description

• 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
• 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

Benefits

• Flexible working
• Life insurance
• Critical illness cover
• Income protection
• Pension plan
• Maternity & Paternity leave
• Car allowance
• Job training and professional development
• 22 days holiday (excl. bank holidays)
• Work from home opportunities
• Health insurance

Proven leadership experience in a fast-scaling software or SaaS environment, with a track record of building high-performing operations teamsMaster’s degree or equivalent experience in Business, Finance, or OperationsStrong Salesforce expertise; familiarity with NetSuite, Zuora, Conga, SFDC CPQ, or comparable ERP/billing tools is a plusDeep understanding of the Quote-to-Cash cycle and the levers that drive revenue accuracy and efficiencyA genuine ownership mindset and structured project management skills, comfortable running multiple workstreams in a high-pace environmentExceptional communication skills across all levels, from CFO to junior analystPartner/channel operations experience — familiarity with reseller or distributor ecosystems is a strong plus