Senior Sales & Customer Success Operations Manager
Owns cross-functional Sales and Customer Success operations, including CRM processes, forecasting, compensation administration, lifecycle management, reporting, and workflow improvement. Requires 6+ years of relevant operations experience and strong Salesforce, data, and process-design skills.
About the job
Responsibilities
- Define compensation calculation logic, QA plan payouts, and maintain SPIFF/addendum tracking.
- Produce ad hoc reporting for Sales and Customer Success teams.
- Identify and specify process improvements that reduce manual work and improve day-to-day efficiency.
- Own sales territory transfers, assignments, and evaluations with Sales leadership.
- Partner with Finance and Sales leadership on discount approval workflows and support deal desk operations for non-standard deals.
- Define pipeline stage entry and exit criteria across the sales lifecycle.
- Own forecasting and pipeline health reporting.
- Process month-end commissions and SPIFF payouts.
- Document sales rules of engagement and maintain Salesforce process and materials documentation.
- Define and manage onboarding checklists, escalations, stages, and service-level agreements.
- Establish consistent handoffs from Sales to Onboarding and Restaurant Success.
- Partner with Business Systems on Salesforce fields, reports, and automations, and track the impact of launched changes.
- Define and manage Customer Success lifecycle stages from onboarding through adoption, renewal, expansion, and churn.
- Establish health-score logic, account-risk alerts, and related workflows.
- Operationalize customer segmentation based on revenue and potential.
- Reallocate account portfolios and support capacity planning to align workloads with team bandwidth.
- Define outreach sequences and cadences for hibernated, downgraded, and win-back accounts.
- Maintain accurate customer data and team activity records in Salesforce.
- Own data hygiene and audit CRM data, fields, objects, and lifecycle stages.
- Diagnose root causes of performance gaps, including training, reporting, and compensation issues.
Requirements
- 6+ years of experience in Sales Operations, Revenue Operations, Customer Success Operations, or a similar cross-functional business partner role.
- Strong operational judgment and ability to translate business needs into clear, buildable requirements.
- Experience navigating Salesforce, Outreach, and Gong sufficiently to build reports and retrieve ad hoc data.
- Ability to collaborate effectively with Business Systems and engineering counterparts.
- Strong problem-solving skills and ability to work proactively with minimal direction.
- High attention to detail and strong interpersonal and communication skills.
- Ability to make data-informed decisions in a fast-paced environment with changing priorities.
Nice to Have
- Experience with compensation plan administration or SPIFF/addendum tracking.
- Experience with PlanHat.
Compensation and Benefits
- Expected base salary: $130,000-$168,000 USD annually, depending on candidate location and experience.
- Ongoing training and growth opportunities.
- Medical, dental, and vision plans.
- Mental health coverage.
- Unlimited paid vacation.
- Paid parental and pregnancy leave.
- 401(k) matching.
- Student loan assistance or continuing education reimbursement.
- Employee stock incentive plan.
- Pet insurance.
Skills
Salesforce, Outreach, Gong, Planhat, Revenue Operations, Sales Operations, Customer Success Operations, Sales Forecasting, Pipeline Management, Compensation Administration, Crm Data Hygiene, Workflow Automation, Capacity Planning, Data Reporting
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