Billing & Subscription Operations Manager

Fello is a profitable, hyper-growth, VC-backed B2B SaaS company building the AI Operating System for relationship-driven growth. Our platform combines data intelligence, marketing automation, and conversational AI to help businesses engage smarter, move faster, and scale effortlessly. We turn complex data into simple, intelligent actions — automating everything from outreach to follow-up.
Fello isn’t another tool in the stack. It’s the system that powers them, learning, adapting, and executing in real time so professionals can focus on growth, not guesswork. If you’re fired up about building the backbone of an AI-driven product that’s changing how professionals work, you’ll fit right in.

In this pivotal role, you will serve as the owner and subject-matter expert for Fello’s Quote and Subscription Management systems. You will oversee, analyze, and optimize end-to-end billing and subscription workflows, partnering closely with internal stakeholders and our subscription management provider to drive operational efficiency, accuracy, and continuous process improvements.

• Own and manage all billing and subscription-related support tickets, ensuring timely responses, accurate resolutions, and adherence to defined SLAs.
• Maintain and meet response and resolution SLAs for billing and subscription inquiries, requests,  balancing urgency, impact, and customer experience.
• Manage the full subscription lifecycle, including invoicing, usage-based charges, plan changes, renewals, cancellations, credits, refunds, reactivations.
• Brainstorm solutions with Fello’s internal stakeholders and Subscription management provider stakeholders to meet Fello’s custom requirements, collaborate on building the capability, test and rollout changes

Monitoring, Data Integrity & Reporting

• Track ticket trends, root causes, and recurring issues to proactively reduce billing-related support volume.
• Monitor end-to-end subscription and billing workflows to ensure seamless integration with hubspot, reporting module, and internal systems.
• Own and support any migration, integration initiatives with 3rd party systems on priority
• Own the integrity and reliability of subscription, billing, and payment data across systems, ensuring accuracy, completeness, and timely updates.
• Support revenue and operational reporting by maintaining clean, reliable data for ARR, renewals, churn, upgrades, and downgrades.
• Monitor and report on billing operations KPIs such as ticket volume, resolution time, billing accuracy, failed payments, and revenue leakage.

Customer Communication & Cross-Functional Collaboration (Sales, CS & RevOps)

• Communicate billing and subscription outcomes clearly and empathetically to customers, ensuring transparency and trust.
• Act as the billing and subscription POC for Sales, Customer Success, Solution Engineering and RevOps teams.
• Coordinate subscription updates, contract amendments, renewals, and payment management to support revenue growth and customer retention.
• Resolve customer billing and subscription inquiries with a strong focus on accuracy, responsiveness, and customer satisfaction.
• Partner with Finance / Operations to handle billing disputes, failed payments, credits, write-offs, and collections-related workflows.

 Controls, Training, Best Practices & Process Improvement

• Establish and enforce billing SOPs, approval workflows, and internal controls to reduce errors and prevent revenue leakage.
• Identify gaps, risks, and inefficiencies in billing and subscription processes and drive continuous improvements.
• Gather feedback from internal teams and customers to refine workflows and improve system usability
• Train team members within different departments on protocols to be followed to ensure Billing & Subscription sanity & Governance

 Product & Solutioning

• Develop a deep understanding of the Fello product and customer use cases.

• Bachelor’s degree in Computer Science, Finance, Business, or a related field (or equivalent practical experience).
• 5-8 years of hands-on experience in operations roles supporting billing, subscriptions, revenue operations, or business systems.
• Availability until 5:00 pm est on working days
• Experience working with SaaS billing models such as recurring subscriptions, usage-based pricing, proration, renewals, upgrades, and downgrades.
• Hands-on experience owning billing and subscription-related support requests or queues, including invoicing issues, plan changes, refunds, credits, and payment failures.
• Experience reconciling invoices, payments, and subscription data across multiple systems and identifying root causes of discrepancies.
• Solid understanding of finance and accounting fundamentals, including invoicing, revenue recognition concepts, credits, and refunds.
• Strong ability to manage high-volume requests and operational queues, prioritizing work based on urgency, impact, and SLAs (response and resolution times).
• Experience working closely with Sales, Customer Success, Finance, and Product teams to execute changes accurately and on time.
• Highly detail-oriented with a strong focus on data accuracy, reconciliation, and operational controls.
• Strong analytical skills, with experience monitoring operational metrics, identifying issues, and driving corrective actions.
• Hands-on experience evaluating tools, improving system integrations, and reducing manual work through process optimization.
• Ability to communicate billing outcomes clearly and professionally to customers, including explaining charges, resolving disputes, and handling sensitive conversations.
• Strong organizational and execution skills, able to manage multiple operational priorities in a fast-paced environment.

• Competitive Compensation: Attractive salary and benefits package.
• Flexible Work Environment: Fully remote work with flexible hours to promote work-life balance.
• Professional Growth: Opportunities for career advancement and professional development.
• Health & Wellness: Comprehensive health and vision insurance plans.
• Paid Time Off: Generous PTO and paid holidays to recharge and relax.
• Collaborative Culture: A supportive team environment that values innovation and collaboration.
• Equity Options: Opportunity to own a part of Fello and share in our success.
• Cutting-Edge Projects: Work on innovative products that leverage AI and advanced technologies.