Revenue Operations Manager (Post Sales) at Dialpad

About Dialpad Dialpad is the leading AI-powered customer communications platform, transforming how businesses communicate with their customers. More than 50,000 companies around the globe — including Netflix, RE/MAX, Uber, Randstad, and Tractor Supply — rely on Dialpad to build stronger customer connections using real-time, AI-driven insights. Visit dialpad.com to learn more. Being a Dialer At Dialpad, you’ll be part of a collaborative team working toward our shared mission of making our customers and their employees wildly successful. We believe that every conversation matters, and we're elevating each one with a platform that drives real-time insights and automation for our customers. We thrive on continuous evolution, where every employee leverages industry-leading AI to constantly refine our platform and our own skills. We seek individuals who not only meet our high standards but go beyond them. Our ambition is significant, and achieving it requires a team that operates at the highest level. We look for individuals who are not just ambitious but who also possess the traits that are fundamental to our success: Scrappy, Curious, Optimistic, Persistent, and Empathetic. Your role 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. This position reports to our Director of Business Operations and has the opportunity to be based in our Austin or Tempe offices. What you’ll do • 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. Skills you’ll bring • 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. We believe in investing in our people. Dialpad offers competitive benefits and perks, alongside a robust training program that helps you reach your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection. Our exceptional culture, recognized repeatedly as a certified Great Place to Work, ensures every employee feels valued and empowered to contribute to our collective success. Don’t meet every single requirement? If you’re excited about this role and you possess the fundamental traits, the drive, and strong ambition we seek, but your experience doesn’t satisfy every qualification, we encourage you to apply. Dialpad is an equal-opportunity employer. We are dedicated to creating an inclusive environment, free of discrimination and harassment.