Sales Operations Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary operational contact for the AMER Customer Success team.

• Take ownership of and consistently enhance Pylon workflows, configurations, and automations that facilitate customer communication, ticketing, and customer success processes.

• Develop and maintain reports and dashboards to monitor customer health, renewal risks, NRR, GRR, and CSM productivity.

• Oversee Customer Success systems and workflows, including Pylon, Salesforce, integrations, and data management.

• Design and refine playbooks, SOPs, and workflows for onboarding, quarterly business reviews (QBRs), renewals, escalations, and other key customer lifecycle events.

• Collaborate with Sales to ensure smooth transitions from closed-won deals to onboarding and ongoing customer management.

• Assist with deal desk and sales operations processes concerning onboarding, renewals, expansions, and post-sale obligations.

• Analyze Customer Success and revenue data to spot trends, risks, and opportunities, providing actionable recommendations to leadership.

• Support renewal forecasting, customer health reporting, and capacity planning efforts.

• Troubleshoot operational challenges and offer guidance on Pylon and related Customer Success workflows.

• Take charge of and enhance Salesforce workflows that link Sales and Customer Success.

• Enhance enablement and documentation for remote teams.

• Collaborate with Sales Engineering and other departments to improve handoffs and maintain customer context.

• Work alongside the Director of Sales Operations to support AMER initiatives.

⛳️ Requirements

• A minimum of 2 years of experience in Sales Operations, Revenue Operations, Customer Success Operations, or similar go-to-market operations roles.

• Hands-on experience in administering and optimizing Pylon.

• Significant experience with Salesforce, including managing workflows, reporting, data quality, and process enhancements.

• Experience supporting a Customer Success organization, with an understanding of the operational requirements of CSM teams.

• Familiarity with customer health metrics, renewals, retention, expansion, NRR, and GRR.

• Strong analytical and problem-solving abilities.

• Proficient in building dashboards, reporting, and deriving operational insights.

• Excellent written and verbal communication skills, particularly in a remote setting.

• Capability to work independently, prioritize effectively, and follow through without constant supervision.

• Ability to collaborate across Customer Success, Sales, Sales Engineering, and leadership.

• Strong organizational skills and meticulous attention to detail.

• Availability to provide reliable coverage during AMER working hours.

• Bonus: Experience with Customer Success platforms such as Pylon, Totango, Gainsight, Vitally, or similar tools.

• Bonus: Familiarity with Clari, Gong, Nooks, Dealhub, DocuSign, ZoomInfo, and 6sense.

• Bonus: Experience in constructing or enhancing customer health scoring models.

• Bonus: Background in renewal forecasting, capacity planning, or CSM portfolio design.

• Bonus: Experience managing integrations between CRM, Customer Success, support, and revenue tools.

• Bonus: Experience in developing enablement, SOPs, and documentation for remote teams.

• Bonus: Experience in high-growth SaaS or developer-centric companies.

🏝️ Benefits

• Equity.

• Bonus.

• Remote work opportunities.

• A transparent, consistent, and enjoyable interview process.

• Interview process aimed for completion within two to four weeks, subject to scheduling.

• Equal employment opportunity.