Available for new opportunities

Operations & Technical Programs

Let's build an operation your team actually enjoys using.

15 years building the platforms, automations, and data models that help post-sales and professional services teams see what's really happening — and do something about it.

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About

Operator, builder, and collaborator.

I've spent 15 years inside the operational engine of post-sales teams — building the platforms, automations, and data models that help organizations see what's happening with their customers and action on it.

I'm equally at home writing a Workato workflow, presenting a retention strategy to a VP, or untangling a Salesforce data model that's entangled a deployment.

What I care about most is closing the gap between what an internal team should know about their customers and what they can actually see on any given morning. That usually means getting the platforms right, the integrations honest, and the reporting trustworthy.

I'm currently open to both full-time and contract engagements — whether that's a Director-level seat building something from scratch, or a fractional role helping a team get more from tools they already own. My joy originates from making the most of a few system tools as possible resulting in the most efficienty systems possible.

By the numbers

15+

Years in Pro Srvcs, CS & RevOps

Years scaling Rapid7 from startup to public company

5×

Gainsight platform growth over 3 years at Rapid7

180

Active ChurnZero users scaled from 75 at Trellix

$3M+

AAR from training and certification program built from scratch

20h+

Weekly manual reporting eliminated through automation

1,500+

Annual users trained through virtual delivery platforms I've implemented

500+

Global users supported across CS & PS systems

Experience

Where I've built things.

Trellix Feb 2024 – Dec 2025

Director, Customer Success Programs

Deployed and scaled the company-wide ChurnZero program from 75 to 180 active users across CS, Renewals, and Professional Services.
Designed a dynamic Customer Health Score model aggregating product telemetry, support data, and voice-of-customer metrics — giving leadership real-time retention risk visibility.
Built automation workflows and dashboards eliminating 20+ hours per week of manual reporting.
Co-owned Qualtrics-based NPS, PSAT, and CSAT programs; closed the loop between customer sentiment and operational response.

ChurnZero Qualtrics Health Scoring CS Platform Admin

Rapid7 2011 – 2023

Senior Manager, Technical Programs – Customer & Services Ops (2018–2023)

Owned end-to-end Gainsight deployment and adoption strategy, scaling platform usage 5× over three years.
Built cross-platform automations in Workato across Salesforce, Slack, and G Suite, materially reducing manual handoffs.
Designed, launched, and managed an open-enrollment certification program generating $3M+ annually.
Led SDLC governance for all CS and PS system changes; served as Scrum Master supporting 500+ global users.

Technical Program Manager – Professional Services (2015–2018)

Built integrations between Salesforce, NetSuite, and custom dashboards improving forecasting and EBR visibility.
Implemented CloudShare and Cornerstone LMS to scale virtual training delivery to 1,500+ users per year.

Gainsight Salesforce Workato NetSuite Certinia Jira / Scrum

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Open for

What I'm looking for.

Full-Time Roles

Positions in Professional Services, Revenue Operations, GTM Systems, or Technical Programs — ideally where I can build and own a function, not just maintain one.

e.g. Director of Revenue Ops, Head of GTM Systems, Senior Manager of Technical Programs

Contract & Fractional

Platform builds, systems implementations, automation projects, or fractional operations leadership. Especially strong for teams who need someone to own a post-sales or PS platform deployment end-to-end.

e.g. Systems implementation, RevOps system audit, fractional Operations lead

Quincy, MA — remote-first, open to hybrid near Boston — careers@timmonaco.com

Core competencies

The toolkit.

Platforms

ChurnZero
Gainsight
Salesforce
NetSuite
Workato
Qualtrics
Learning Management Systems
Certinia / PSA
Cornerstone LMS
CloudShare

Disciplines

CS Platform Administration
CRM & Integration Architecture
Customer Health Scoring
Process Automation
Revenue Operations
Post-Sales Lifecycle Design
Customer Voice Programs
Analytics & Reporting

Leadership

Cross-Functional Program Mgmt
SDLC Governance
Scrum / Agile
Team Building & Mentorship
Executive Stakeholder Reporting
Vendor Relationships

Certifications

ChurnZero Foundations (2024–2026)
Workato Automation Pro I & II
Nexpose Certified (Rapid7)

Recommendations

What colleagues say.

“

Tim is the indispensable member you'd want on your team. I quickly learned to lean on Tim for both counsel and creative problem solving. His ability to quickly understand as well as ask probing questions makes him ideal to help organizations problem solve and evolve. I have found his potential boundless.

Phil DaCosta, MBA/MSF Operations and Finance Executive — managed Tim directly at Rapid7

“

Simply put, Tim is the "sure bet" we all hope to have on our teams. Relentless and tenacious in everything he takes on, Tim makes the extraordinary ordinary. If Tim is ever meeting with you for a role, make the best hiring decision of your career and hire him on the spot.

Shane Smith Customer Experience Leader — managed Tim directly

“

Tim has an incredible ability to take complex, manual processes and turn them into streamlined, automated workflows that actually last. He is a 'builder' in the truest sense. What sets Tim apart is his leadership style — deeply personable, genuinely cares about the growth of those around him.

Felipe Yungman VP of Operations — worked with Tim on the same team