Manager, Sales & Customer Experience Operations

📋 Description

• Take charge of the operational framework for the sales process, including pipeline stage definitions, forecasting methodologies, opportunity hygiene standards, and CRM governance within HubSpot.

• Create and sustain sales automation workflows that facilitate lead handoff from marketing, deal progression triggers, task routing, and follow-up sequences.

• Collaborate with Sales leadership on territory design, quota support, and capacity planning; convert headcount and coverage decisions into operational systems.

• Oversee and enhance the use of Glyphic (AI intelligence tool) throughout the sales and broader GTM organization, ensuring adoption, data integrity, and insight delivery to leadership.

• Manage the deal desk process, including approval workflows, discount governance, and exception tracking; streamline these processes to minimize friction while maintaining necessary controls.

• Generate and sustain sales performance metrics in HubSpot, which encompass pipeline coverage, velocity, conversion rates, and representative-level productivity metrics.

• Oversee the operational systems that support the Customer Success and Support teams, including Intercom administration, lifecycle stage management, and health scoring infrastructure.

• Design and maintain automated customer onboarding workflows, ensuring timely, customer-centric handoffs from Sales to CX.

• Develop and manage renewal and expansion workflows, including early warning systems, at-risk account routing, upsell and cross-sell trigger logic, and renewal pipeline tracking.

• Implement customer health models; guarantee that data inputs are automated and that scoring logic is regularly reviewed and adjusted.

• Collaborate with Support and CS leadership to pinpoint operational bottlenecks and create the necessary automation or process modifications to eliminate them.

• Work with Sales and Customer Success leadership to design commission and incentive compensation plans that align representative behavior with company revenue objectives and customer outcomes.

• Convert approved plan structures into formal compensation plan documents; manage the review and signature processes through to execution.

• Conduct monthly commission calculations for all plan participants; provide accurate, auditable outputs to Finance punctually and resolve disputes swiftly and transparently.

• Maintain documentation for compensation plans, eligibility records, and change logs; ensure Finance and People Operations have the necessary data for payroll and accruals.

• Develop and maintain automation for compensation tracking wherever feasible, reducing manual calculation risks and enhancing cycle times.

• Design and implement AI-driven workflows across the sales and customer experience stack, utilizing tools such as Glyphic, Clay, Claude, and similar platforms to decrease manual work and enhance signal quality.

• Leverage Orbital and Clay for data enrichment and account intelligence, ensuring Sales and CX teams have accurate, up-to-date data without the burden of manual research.

• Conduct ongoing audits of the GTM tool stack for redundancy, integration gaps, and automation opportunities; maintain a roadmap of enhancements in collaboration with the VP of RevOps.

• Document all systems, workflows, and processes comprehensively; operate as a solo team member with the necessary discipline and rigor.

• Create and maintain dashboards and reports for Sales and CX leadership that cover pipeline, bookings, retention, expansion, and support performance.

• Define and enforce metric definitions; proactively identify and resolve discrepancies across systems.

• Act as the operational partner to Sales and Customer Success leadership: lead operating rhythms, translate strategy into systems, and deliver data that informs decision-making.

• Collaborate with Marketing Operations to ensure shared data standards, seamless lifecycle transitions, and consistent attribution across the entire customer journey.

• Team up with Revenue Operations peers and the VP of RevOps to align on RevTech priorities, integration design, and cross-functional performance reporting.

⛳️ Requirements

• Over 6 years of experience in Sales Operations, Revenue Operations, Customer Success Operations, or a closely related field.

• Proficiency in HubSpot is essential; advanced experience in CRM administration, including pipeline configuration, workflow automation, and reporting.

• Hands-on experience in developing AI-driven workflows and automations using tools such as Clay, Claude, n8n, or equivalent platforms.

• Familiarity with data enrichment tools (Clay, Orbital, or similar) and management of multi-system integrations.

• Demonstrated ability to design and manage customer health scoring, renewal workflows, and expansion automation within a SaaS context.

• Strong analytical skills; proficiency with Metabase, Mixpanel, or equivalent BI tools; capable of independently building and maintaining GTM dashboards.

• A proven track record of effectively operating as a team of one: strong documentation practices, systems thinking, and the ability to prioritize high-impact work.

🏝️ Benefits

• Comprehensive medical, dental, and vision benefits.

• 401K plan with matching contributions.

• Owner-like flexibility regarding work schedules and time off.

• Time allocated for innovation and designated Flow State Fridays.

• All-expense-paid team-building events throughout the year, including an annual retreat.