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The Revenue Operations Manager – Post Sales owns the operational mechanics of Dialpad’s recurring revenue engine. This role is accountable for: Gross Revenue Retention (GRR); Net Revenue Retention (NRR); Renewals forecast accuracy; Expansion pipeline governance; Customer Success & Renewals operating cadence; Land → Expand → Adopt → Renew journey integrity; Product interlocks & operationalization of new product introductions within the installed base. This is a revenue ownership role—not a reporting function or a CS business partner role.
Job Responsibility:
Own operational governance of Gross and Net Revenue Retention
Monitor churn, contraction, and expansion drivers
Identify structural gaps impacting retention
Establish leading indicators for revenue risk
Provide executive-level visibility into recurring revenue health
Own renewal forecasting methodology and discipline
Validate renewal commitments and risk assessments
Improve renewal forecast accuracy across segments
Establish a structured renewal inspection cadence
Design and run operational forums for CS and Renewals
Standardize inspection standards across segments
Align expansion governance with sales forecasting rigor
Ensure consistent pipeline hygiene within post-sales motions
Own expansion opportunity visibility and stage discipline
Monitor cross-sell/upsell pipeline health
Identify leakage within installed accounts
Align expansion inspection standards with new logo practices
Define and govern operational handoffs across lifecycle stages
Ensure adoption signals are visible and measurable
Identify friction points in the customer journey
Partner cross-functionally to improve retention mechanics
Serve as RevOps lead for new product rollouts within the installed base
Ensure expansion, attach visibility, and adoption tracking