Position Summary

The Director of Revenue Operations will architect and lead the go-to-market (GTM) operational strategy for our Managed Services Provider (MSP) business. This role unifies sales, marketing, and customer success operations to drive predictable, scalable revenue growth. By aligning people, processes, data, and technology across the full customer lifecycle—from demand generation through renewal and expansion—the Director ensures our teams deliver a seamless client experience and sustainable recurring revenue.

Key Responsibilities

Revenue Strategy & Planning

• Develop and execute a unified revenue operations strategy aligned to company growth objectives.
• Partner with GTM leaders (sales, marketing, customer success) to define coverage models, quotas, compensation structures, and performance metrics.
• Forecast bookings, recurring revenue, churn, pipeline velocity, and net revenue retention (NRR).

Process & Workflow Optimization

• Map and standardize end-to-end revenue workflows: lead generation, lead scoring, sales handoff, onboarding, renewals, and expansions.
• Bridge silos between marketing, sales, and service delivery to improve acquisition, retention, and upsell/cross-sell efficiency.
• Drive pricing model optimization and contract lifecycle management in collaboration with finance and legal.

Technology & Systems

• Own the GTM tech stack: CRM (HubSpot), PSA/RMM tools (ConnectWise, Autotask), marketing automation platforms and BI/reporting systems.
• Ensure integrations across systems support a “single source of truth” for revenue data.
• Champion adoption of tools and maintain high data integrity across all functions.

Analytics & Reporting

• Build dashboards and reports covering the full revenue funnel
• Provide actionable insights on marketing attribution, sales cycle efficiency, customer health, and churn drivers.
• Deliver recurring revenue health reports (monthly/quarterly/annual) to executive leadership.

Enablement & Team Development

• Partner with marketing to support demand gen, account-based marketing, and content alignment.
• Collaborate with sales leadership to train teams on process, tools, and data-driven accountability.
• Support customer success leaders in embedding analytics and process discipline into retention/expansion efforts.
• Lead and grow a team of operations analysts spanning sales, marketing, and CS ops.

Leadership & Collaboration

• Act as the connective tissue across GTM functions, ensuring alignment on strategy, execution, and customer outcomes.
• Collaborate closely with product, finance, and service delivery to align pricing, SLAs, and customer experience.
• Support M&A due diligence and post-integration for GTM operations and systems.

Qualifications

Required:

• Bachelor’s degree in Business, Operations, or related field.
• 7+ years in revenue operations, sales operations, or GTM strategy; 3+ years in a leadership role.
• Proven experience in MSP, IT services, or SaaS industries with recurring revenue models.
• Strong expertise in CRM and analytics platforms; familiarity with PSA/RMM tools.
• Demonstrated success aligning sales, marketing, and CS operations.
• Strong analytical, leadership, and cross-functional influence skills.

Preferred:

• Experience with marketing automation and customer success platforms.
• Familiarity with cybersecurity, cloud services, and ITIL/helpdesk operations.
• MBA or advanced degree.

Key Competencies

• Strategic mindset with operational rigor
• End-to-end revenue funnel orientation
• Systems and process optimization
• Data-driven decision-making
• Change leadership and cross-functional influence
• Strong interpersonal and communication skills