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Nexthink is seeking a Manager of Customer Service 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 meaningful SLAs while providing judgment on non-standard terms 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.
- 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.
Nexthink is a unicorn-valued (Series D, $1.1B valuation) digital employee experience platform with 700+ employees across 21 countries, $190M+ ARR, and recently secured $180M in Series D financing. The company offers hybrid work (3 days/week onsite in Boston), unlimited vacation, comprehensive benefits including 100% covered health/dental/vision for US employees, up to 16 weeks paid parental leave, 401(k) matching, and professional development access.
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.
