SaaS Operations Manager

Cloudflare•San Francisco, CA

2d•Hybrid

About The Position

Cloudflare is seeking an autonomous SaaS Operations Manager to take ownership of the day-to-day execution of our Software Asset Management (SAM) practice. While the Lead Principal defines the enterprise-wide strategy, governance frameworks, and high-level financial goals, you will be the operational engine that ensures these strategies are realized. You will independently manage our tooling ecosystem (Zylo), drive data accuracy, and serve as the primary liaison for application owners to ensure they are equipped to make cost-effective decisions. We need a self-starter who can take a strategic directive—such as "reduce shadow IT risk"—and independently build the workflows, reporting, and stakeholder outreach plans to get it done.

Requirements

Experience: 3-5 years of experience in SaaS Operations, IT Asset Management, or Technology Procurement.
Operational Autonomy: Proven ability to work independently. You can take a broad objective (e.g., "Clean up our Zoom licensing") and execute the entire project end-to-end without daily oversight.
Technical Proficiency: Advanced proficiency with SaaS Management Platforms (Zylo experience preferred) and Excel/Sheets. You are comfortable manipulating large datasets to find the story within the numbers.
Soft Skills: Strong ability to influence without authority. You can explain SaaS licensing models and compliance requirements to non-technical stakeholders in a way that encourages cooperation.

Responsibilities

System Ownership & Data Operations (Zylo)
Platform Management: Serve as the technical owner of Zylo, our system of record. You will independently manage the health of the platform, including SSO integrations, finance connectors, and feature updates.
Inventory Accuracy: Take full responsibility for the quality of our data. You will maintain accurate license inventories by proactively identifying and resolving gaps in ownership, cost center mapping, and contract metadata.
Shadow IT Detection: Operationalize our Shadow IT monitoring. You will review expense data to identify unmanaged tools and execute the outreach process to bring them into the corporate fold.
Stakeholder Enablement & Renewal Support
Operational Liaison: Act as the first line of defense for Application Owners. While the Lead Principal manages executive relationships, you will work directly with functional owners to interpret their usage data and answer licensing questions.
Renewal Readiness: Partner with Application Owners to create "Renewal Prep Kits" 90 days prior to contract expiration. You will work alongside stakeholders to interpret their usage vs. spend data, helping them build a valid forecast and negotiation strategy based on actual consumption.
Process Improvement: Independently identify friction points in our software onboarding/offboarding workflows and partner with IT and Procurement to streamline them.
Analysis & Operational Reporting
Usage Analysis: Go deep into the data to analyze software usage trends. You will not just report numbers; you will interpret them to flag specific optimization opportunities (e.g., "We have 200 users on 'Pro' who only use 'Basic' features").
Metric Tracking: Develop and maintain the operational dashboards that track the team’s KPIs (e.g., Utilization Rates, Reclamation Savings, Shadow IT mitigation), providing the data that feeds into the Lead Principal’s executive reporting.