Senior Sales & Customer Success Operations Manager

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

📋 Description

• Act as a business partner integrated within the Sales and Customer Success teams, responsible for operational execution.

• Identify areas of workflow and process friction, and articulate necessary changes to workflows, checklists, ownership models, or compensation triggers.

• Convert business requirements into specific, actionable needs for the Business Systems team.

• Alleviate operational burdens and reduce manual tasks for sales and post-sales representatives.

• Manage territory transfers, assignments, and evaluations in collaboration with sales leadership.

• Collaborate with Finance and Sales leadership on discount matrices and non-standard deal configurations.

• Process month-end commissions and SPIFF payouts efficiently.

• Work alongside enablement teams on month-end performance reporting and onboarding initiatives.

• Document sales engagement rules and maintain the authoritative source for processes and Salesforce materials.

• Define criteria for entry and exit stages within the sales pipeline.

• Oversee sales data hygiene from outbound prospecting to inbound leads.

• Define and manage the onboarding lifecycle requirements, including escalations, stages, and SLAs.

• Ensure smooth transitions from sales to onboarding and Restaurant Success.

• Partner with Business Systems regarding Salesforce implementation needs, including custom fields, reports, and automation.

• Maintain onboarding data hygiene and tracking to evaluate impact post-implementation.

• Define and manage customer stages from onboarding to adoption, renewal, expansion, and churn.

• Oversee month-end Customer Success commissions and SPIFFs.

• Ensure accurate customer data and team activities are maintained in Salesforce.

• Establish health scoring, account risk assessments, alerts, and workflows in collaboration with leadership.

• Support account segmentation, assignment, CS capacity planning, and sales alignment.

• Create Outreach sequences for the team.

• Develop and sustain team activity and performance reports.

• Recommend and implement process enhancements that minimize manual work while improving operational efficiency and consistency.

• Audit CRM data, fields, objects, and lifecycle stages to ensure alignment with business processes.

• Report directly to the Head of Revenue Operations, with no direct reports.

⛳️ Requirements

• 5+ years of experience in sales operations, revenue operations, customer success operations, or a related cross-functional business partner role.

• Strong operational acumen and the ability to translate business needs into clear, actionable requirements.

• Comfortable navigating Salesforce, OutReach, and Gong to create reports and extract ad-hoc data.

• Experience with PlanHat is a plus.

• Sufficiently fluent in systems and data to effectively communicate with Business Systems or engineering counterparts.

• Strong problem-solving abilities with a capacity to work with minimal supervision.

• Comfortable operating in a fast-paced, dynamic work environment.

• High attention to detail.

• Excellent interpersonal and communication skills.

• Ability to make data-driven decisions under tight deadlines and shifting priorities.

• Capable of diagnosing root causes across training, metrics/reporting, and compensation challenges.

🏝️ Benefits

• Ongoing training and advancement opportunities.

• Recognized multiple times as a "Best Place to Work," focusing on an exceptional employee experience.

• Comprehensive medical, dental, and vision insurance plans.

• Mental Health Coverage - offering various programs to support your mental health and wellness objectives.

• Unlimited Paid Vacation.

• 7 weeks of baby bonding time for all new parents (within the first year of birth or adoption), along with 8 Weeks of Paid Pregnancy Leave.

• 401(k) Matching.

• Employer-supported student loan assistance program or continuing education reimbursement program.

• Employee Stock Incentive Plan.

• Pet insurance for your furry companions.

• Consistent and fair leadership.

• Ample freedom to explore your potential while ensuring accountability.