Niche · 1 week ago
Lead Post-Sales Operations Manager
United States
Full-time
Remote
Senior Level, Lead/Staff
$126K/yr - $157K/yr
8+ years expNiche is the leader in school search, dedicated to making the process of researching and enrolling in schools easy and transparent. The Lead Post-Sales Operations Manager will build and own the post-sale operations function, focusing on systems and processes that support Customer Success and Account Management teams, ultimately driving customer retention and expansion.
E-LearningEducationInternetService Industry
No H1B
U.S. Citizen Only
Responsibilities
Design and launch Niche’s post-sale operations function, including defining the operating model, success metrics, and best practices
Assess current post-sale workflows and identify opportunities to standardize, automate, and scale
Establish clear ownership and accountability across renewals, churn management, customer lifecycle tracking, and expansion support
Define and document post-sale processes that balance efficiency, data quality, and great customer experience
Own the selection, implementation, and ongoing administration of post-sale tooling, including Gainsight or similar customer success platforms
Configure customer health scoring, lifecycle stages, playbooks, alerts, and success plans
Ensure tight integration between post-sale tools, Salesforce, and other GTM systems
Serve as the primary system administrator and subject matter expert for post-sale platforms
Partner with RevOps and Systems teams for architectural guidance and data governance support
Own operational support for renewals across all customer segments and product lines
Design renewal workflows, forecasting processes, and reporting to improve visibility and predictability
Track, analyze, and report on churn, retention, and expansion metrics
Partner with Customer Success and Account Management to identify churn risks and expansion opportunities early
Develop playbooks and processes to support proactive renewal and retention efforts
Define and maintain post-sale KPIs, dashboards, and reporting for leadership and GTM teams
Provide insights into customer health, adoption, retention, and expansion trends
Ensure data accuracy and consistency across post-sale reporting
Translate insights into actionable recommendations for CS, AM, Product, and leadership
Act as the primary post-sale operations partner to Customer Success and Account Management leadership
Support CS and AM teams with training, documentation, and ongoing operational support
Collaborate with Product to surface customer insights and feedback loops
Work closely with Finance and RevOps to align post-sale operations with forecasting, billing, and revenue processes
Qualification
Required
8+ years of experience in Revenue Operations, Customer Success Operations, Sales Operations, or a related GTM operations role in a B2B SaaS environment
Proven experience building and scaling post-sale or customer success operations from the ground up
Deep familiarity with customer success platforms such as Gainsight, Totango, or similar tools
Strong understanding of post-sale best practices, including renewals, churn management, customer health scoring, and expansion motions
Hands-on experience administering GTM systems, particularly Salesforce and post-sale tooling
Ability to operate as a senior individual contributor while thinking strategically about future scale
Strong analytical skills with experience defining KPIs and building dashboards
Excellent stakeholder management and communication skills
Comfortable working in a fast-paced, remote-first environment with ambiguity and ownership
Benefits
Best-in-class 100% paid employee health plan, including vision and dental and supplemental coverage
Flexible Paid Time Off Policy
Stipend that allows you to build your work from home office in a style and function that suits your personal preferences
Parental leave for all employees (12 weeks fully paid) in addition to short term disability for birthing parents
Meaningful 401(k) with employer match
Company
Niche
Niche is modernizing the way students and families choose their best-fit schools and colleges, and how institutions build their future classes.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$44.25MKey Investors
Radian CapitalTim Armstrong
2020-04-29Series C· $35M
2019-02-07Series B· $2M
2018-02-07Series B· $6.6M
Leadership Team
Luke Skurman
CEO
Dylan Bargteil
Software Engineer
Recent News
2025-11-10
British Schools of America LLC
2025-10-16
Company data provided by crunchbase