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Nexthink is seeking a Manager of Customer Operations to own the operational backbone of the company's global Go-to-Market engine. You will sit at the intersection of Sales, Finance, Legal, and Customer Success, driving operational excellence as a competitive advantage for a fast-scaling, global software company.
Key responsibilities include:
• Own the integrity of the company's bookings process end-to-end, enforcing 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.
• 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; partner with Sales and Customer Success on renewal quote production.
• 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, 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; 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 high-performing team.
• Lead cross-functional improvement initiatives with Transformation, IT, RevOps, and Finance to drive automation and champion data integrity and audit/internal control documentation.
Nexthink is a unicorn-valued digital employee experience platform company with nearly 700 employees across 21 countries, surpassing $190M in ARR, and recently secured $180M in Series D financing.
REQUIREMENTS:
• 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.
• 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.
