Revenue Operations Manager, Customer Services (Remote)

KnowBe4; Clearwater (FL); Remote; USD 155,000 - 164,000; Full time

Benefits offered by this job

Annual bonuses based on monthly sales

Employee referral bonuses

Adoption assistance

Tuition reimbursement

Certification reimbursement

Certification completion bonuses

Job summary

KnowBe4 is seeking a Manager, Revenue Operations (Customer Services) to lead cross-functional post-sales processes and data-driven operational excellence. This remote role partners with Onboarding, Professional Services, and TAM teams to standardize and scale the onboarding motion, pricing, and delivery across Salesforce, PSA, Zendesk, and other core systems.

The role emphasizes building executive dashboards, reporting on key metrics, and driving continuous improvements in pricing, packaging,

Qualifications

• Bachelor's degree or equivalent work experience.
• 5-8+ years in Services Operations or Customer Success at a SaaS/AI company, or a related analytical/operations role.
• Experience running Services Operations and implementing and managing PSA solutions and Salesforce.
• Strong process design skills. Ability to map workflows, identify bottlenecks, and build better ones.
• Experience with resource and capacity planning and workload management.
• Working knowledge of CRM and CS platforms (e.g., Certinia, Salesforce, Gainsight).
• Expertise building executive-summary operational reports and dashboards.
• Familiarity with services/professional services business models, including pricing, packaging, and revenue tracking.
• Excellent cross-functional communication across Customer Services, Customer Success, Product, IT, and Finance.
• Bias toward scalable processes, well-defined solutions, and documentation.
• Ability to manage multiple projects in a fast-paced environment.

Responsibilities

• Review the onboarding process end-to-end, identifying friction points and efficiency improvements.
• Partner with Onboarding leadership to gather requirements and standardize onboarding globally.
• Integrate onboarding motion across Global Customer Services and Customer Success with full visibility.
• Act as liaison to IT to implement processes across core systems (Salesforce, PSA, Zendesk, etc.).
• Define, track, and report operational metrics including attach rate, TTL/TTV, throughput, utilization, and retention impact.
• Support design, packaging, and pricing of new Professional Services offerings with Product, Operations, IT, and Finance.
• Build processes to launch offerings from requirements to deployment and ongoing measurement.
• Own systems managing quote-to-cash lifecycle from pipeline to revenue recognition.
• Provide performance metrics across project backlog, execution, resource management, bookings, and margins.
• Develop TAM offerings and health scoring with leadership to enable proactive risk mitigation.
• Deliver monthly and quarterly business reviews using operational reporting and insights.

Skills

Services Operations

Customer Success

PSA solutions

Salesforce

Process design

Resource planning

CRM platforms

Executive reports

Cross-functional collaboration

Multi-project management

Education

Bachelor's degree or equivalent work experience

Tools

Salesforce

Gainsight

Certinia

Zendesk

Job description

KnowBe4 is seeking a Manager, Revenue Operations (Customer Services) to lead cross-functional post-sales processes and data-driven operational excellence. This remote role partners with Onboarding, Professional Services, and TAM teams to standardize and scale the onboarding motion, pricing, and delivery across Salesforce, PSA, Zendesk, and other core systems.

The role emphasizes building executive dashboards, reporting on key metrics, and driving continuous improvements in pricing, packaging,