Senior Manager, Sales Operations

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

📋 Description

• Lead, oversee, and nurture a team of operations specialists across Customer Success Management (CSM) Operations, Renewals Operations, and Professional Services (PS) Operations.

• Collaborate with Revenue Technology to advocate for and prioritize operational needs related to Customer Experience (CX) for systems utilized by Customer Success and Professional Services, including Gainsight, Salesforce, and PS project management tools, while serving as the CX representative in discussions regarding tool assessment and improvements.

• Develop and sustain robust cross-departmental relationships with Revenue Strategy & Operations, Finance, and Sales to implement go-to-market strategies, convert CX needs into data and process solutions, and facilitate the resolution of escalated operational challenges.

• Create and uphold operational routines, such as forecast evaluations, renewal health assessments, and pipeline maintenance, that enable CX leadership to mitigate risks and act on customer insights.

• Collaborate with Revenue Analytics to provide reporting and data insights that link team performance to business results, including renewal rates, churn and contraction metrics, and PS utilization.

• Direct and participate in PS financial operations, encompassing project-level margin oversight, rate card administration, and compliance with revenue recognition for various engagement models including T&M, fixed-fee, and blended structures.

• Enhance PS and CSM bookings and revenue forecasting processes, diminishing dependency on manual data collection and working toward an integrated pipeline-to-delivery perspective that fosters assured decision-making within the quarter.

• Assist in managing the PS portfolio and offerings, including governance of the service catalog, pricing and packaging strategies, and ensuring fixed-fee models are aligned with the evolving requirements of customers and market trends.

⛳️ Requirements

• Proven progressive experience in Customer Success operations, Renewals operations, and Professional Services operations, with direct accountability for outcomes in each area.

• Demonstrated experience in people management, showcasing the ability to develop and retain a geographically distributed team in a dynamic SaaS environment.

• Proficiency with Customer Success and Professional Services systems, including Gainsight, Salesforce, and PS project management platforms such as Kantata.

• Foundational knowledge of PS financial operations, including margin tracking, rate card frameworks, and revenue recognition implications across T&M, fixed-fee, and blended engagement formats.

• Proven capability to lead cross-functional projects, influence others without direct authority, and convert ambiguous business inquiries into clear processes, reporting, or system solutions.

• Comfort in establishing and refining essential operational processes within a scaling environment, where definitions are not always clear and the ability to transition from ambiguity to structure is critical.

🏝️ Benefits

• Benefits to support your health, finances, and well-being

• Flexible Paid Time Off

• Team Member Resource Groups

• Equity Compensation & Employee Stock Purchase Plan

• Growth and Development Fund

• Parental leave

• Home office support