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Dialpad Logo Dialpad · IT - Administration

Revenue Operations Manager

United States, Austin · Job Posted March 04, 2026
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Job Description

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
  • Monitor product adoption metrics impacting retention
  • Provide feedback loops to Product on customer behavior trends

Requirements

  • 6–8+ years in Revenue Operations, CS Operations, or Post-Sales Strategy
  • Experience supporting subscription SaaS retention motions
  • Deep understanding of renewal forecasting and expansion mechanics
  • Strong analytical capability and structured thinking
  • Comfortable influencing CS and executive leadership
  • Ability to operate in high-growth, cross-functional environments
  • Experience with Customer Success platforms (Planhat preferred
  • Gainsight, Totango, or ChurnZero acceptable)
  • Strong understanding of renewal forecasting and GRR/NRR modeling
  • Advanced Excel / Sheets modeling skills
  • SQL proficiency preferred
  • Deep familiarity with Salesforce opportunity and account data structures
  • Experience integrating CS platforms with CRM systems
  • Ability to translate product usage data into retention insights
  • Strong BI and data visualization experience

What we offer

  • Competitive benefits and perks
  • Robust training program
  • Inclusive office environment
  • Vibrant environment to cultivate collaboration and connection
  • Certified Great Place to Work culture
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