Revenue Operations Manager

Forward was founded in 2013 by four Stanford Ph.D.s, building the industry's first network digital twin: a mathematically accurate model of the production network. It's the foundation for autonomous networking, giving engineers and AI agents the ability to know the impact of every change before it touches production. That founding instinct still defines how we work. We're accurate and evidence-driven, relentless about clarity, and we'd rather be certain than comfortable, building a groundbreaking platform that transforms how teams run and secure networks across every major cloud and vendor environment.

Global leaders like Goldman Sachs, PayPal, S&P Global, IBM, and Dell trust Forward, alongside fast-growing enterprises and government agencies, realizing an average of $14.2 million in annual benefits, according to IDC. Backed by top-tier investors, including A. Capital, Andreessen Horowitz, Goldman Sachs, MSD Partners, Omega Venture Partners, Section 32, and Threshold Ventures, and headquartered in Santa Clara, we're most proud of our team: curious people who'd rather build what doesn't exist than accept how things have always been done.

We're hiring a Revenue Operations Manager to be the operational backbone connecting our Sales and Customer Success organizations. This is not a siloed "sales ops" or "CS ops" role - you'll own the handoffs, shared metrics, and systems that make the full revenue lifecycle (customer acquisition → onboarding → adoption → renewal → expansion) work as one motion rather than two disconnected ones.  

You'll partner closely with Sales and CS leadership to design processes, maintain and improve our GTM tech stack (CRM, CS platform, forecasting and reporting tools), and deliver the data and analysis that drive pipeline, renewal, and expansion decisions. This role is a great fit for someone who's operated in a technical, enterprise B2B SaaS environment and is energized by fixing broken processes, not just documenting them.  

Initially the focus for this role will be partnering with Customer Success leadership to focus on driving adoption and retention.  

What You'll Do

Partner with Field Leadership

• Partner closely with Sales & CS leadership to help them operate their business effectively and achieve their goals
• Support territory and account planning, quota setting, and capacity modeling in partnership with Sales leadership
• Build renewal and expansion forecasting models with CS leadership, flagging at-risk accounts and revenue early
• Contribute to annual and quarterly GTM planning cycles, including segmentation and coverage models

Design Efficient Processes 

• Own and continuously improve CRM (e.g., Salesforce) and CS platform architecture, ensuring data integrity across the customer lifecycle from opportunity creation through renewal
• Design and maintain the processes that govern handoffs between Sales and CS - quote to cash, onboarding, QBR cadences, renewal and expansion workflows
• Identify and eliminate manual, error-prone processes; build scalable workflows and automations as the team grows

Develop Reporting & Analytics

• Build and maintain dashboards and reporting for pipeline health, forecast accuracy, sales productivity, net revenue retention, churn/expansion, and customer health scores
• Partner with Sales and CS leaders to define and track the metrics that matter - quota attainment, ARR by segment, gross/net retention, time-to-value, renewal rates
• Deliver regular business reviews and ad hoc analysis to leadership, translating data into clear operational recommendations

Establish Cross-Functional Partnerships

• Act as the connective tissue between Sales, Customer Success, Marketing, Product and Finance - ensuring consistent definitions, data, and reporting across teams
• Train and enable Sales and CS teams on tools, process changes, and reporting so adoption sticks

What We're Looking For

• 5-7 years of experience in Revenue Operations, Sales Operations, or Customer Success Operations at a B2B software company selling into enterprise or technical buyers
• Experience at a growth-stage (Series B-D) tech company with a focus in networking, security, or other infrastructure platform software solutions
• Familiarity with CRM platforms (e.g. Salesforce) and CS platforms (e.g., Gainsight, Vitally, or similar) in terms of how we can design effective processes across these systems.
• Experience supporting both new business sales motions and post-sale expansions motions (renewals, expansion, customer health) - you understand these teams have different rhythms but need to operate in unison
• Proven ability to build clean, reliable reporting and dashboards (Salesforce reports, Looker/Tableau, or similar BI tools)
• Strong AI and modeling skills; comfortable working directly with data, not just requesting it from analysts
• Excellent cross-functional communication skills; able to work directly with Sales reps, CSMs, and executive leadership alike
• A bias toward simplification - you'd rather fix a broken process than build a workaround for it

The expected base pay range for this role is between $175,000-$200,00 per year. Within this range, individual pay is determined by several factors including but not limited to, job-related skills, work experience, and relevant education/training