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As the Senior Sales & Customer Success Operations Manager, you will be the business partner embedded deeply within Sales and CS, owning operational execution. You'll spot the friction and pain points, see exactly where workflows and processes break down, and define what actually needs to change whether it be a workflow, a checklist, an ownership model or a comp trigger.
You will bring the process rigor and the Business Systems team brings the technical chops to build durable and scalable systems. You define the what and why, translating a business need into a specific, buildable requirement but you don't touch the systems yourself. The through-line across everything you do is reducing operational burden, especially manual work, so reps and post sales reps can focus on what actually drives impact.
This role reports directly to the Head of Revenue Operations and will not have any direct reports.
Responsibilities include:
Ownership of territory transfers, assignment, and evaluation with sales leadership
Partner with Finance and Sales leadership to enforce discounting matrix and support deal desk function for non-standard deal configurations
Process end of month commissions and SPIFF payouts accurately
Work with enablement for end of month performance reporting and onboarding initiatives
Documentation of sales ROE and manage source of truth for processes and salesforce material
Defining pipeline stage entry and exit criteria across the sales lifecycle stages
Ownership of sales data hygiene from outbound prospecting, inbound leads,
Define and manage onboarding lifecycle requirements, escalations, stages, and SLAs
Establish consistent handoff process from sales to onboarding and Restaurant success
Partner with business systems on team Salesforce implementation needs ranging from custom fields, salesforce reports, or automations
Ownership of data hygiene for clean reporting
Ensuring proper tracking is in place to assess impact once changes go live
Define and manage customer stages from onboarding through adoption, renewal, expansion, and churn
Process end of month commission and SPIFFS
Maintain accurate customer data and team activity in Salesforce
Establish health scoring, account risk, alerts, and workflows with leadership
Support account segmentation, assignment, support CS capacity planning and sales alignment
Build team Outreach sequences
Develop and maintain team activity performance and activity reports. Recommend and implement process improvements that reduce manual work and improve operational efficiency and consistency. Audit CRM data, fields, objects, and lifecycle stages to ensure alignment with business processes.
Sales Operations
Onboarding Operations
Customer Success Operations
Reporting and Process Improvement
You Should Apply If You:
Have 5+ years of experience in sales operations, revenue operations, customer success operations, or a similar cross-functional business partner role
Have strong operational judgment — you know exactly what a rep or post sales rep needs to be more effective, and can turn that into a clear, buildable requirement rather than a vague ask
Are comfortable navigating Salesforce, OutReach and Gong (PlanHat is a nice to have) well enough to build your own reports and pull ad-hoc data
Are fluent enough in systems and data to speak the same language as a Biz Systems or engineering counterpart, without losing anything in translation
Have strong problem-solving skills, with the ability to navigate ambiguity and drive solutions proactively while working with minimal direction
Are comfortable in a fast-paced, scrappy work environment and aren't afraid to ask probing questions
Have a high attention to detail, as your specs and reporting directly shape what gets built and how performance gets tracked
Have strong interpersonal and communication skills with the ability to interact with employees of all levels, including sales and CS leadership
Have a proven ability to make data-informed decisions and thrive in a dynamic environment under short timelines with changing priorities
Can diagnose root cause — distinguishing whether a performance gap is a training issue, a metrics/reporting issue, or a comp misalignment issue
About Our Benefits:
- Expected Base Salary: $130,000 - $168,000 (depending on candidate location and experience)
- Ongoing training and growth opportunities.
- A "Best Place to Work" winner multiple times where we focus on creating a great employee experience.
- Rock solid medical, dental, and vision plans.
- Mental Health Coverage - we offer several programs to support your mental health and wellness goals.
- Unlimited Paid Vacation. We expect you to work hard, but still enjoy your personal life
- 7 weeks of baby bonding time for all new parents (within the first year of birth or adoption), 8 Weeks of Paid Pregnancy Leave.
- 401(k) Matching
- Employer-contributing student loan assistance program or continuing education reimbursement program
- Employee Stock Incentive Plan.
- Pet insurance for your fur babies
- Consistent & fair leadership: we’ll share info, set clear goals, show you respect, and treat everyone fairly.
- Enough freedom to spread your wings while still holding you accountable.
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