Senior Sales & Customer Success Operations Manager

Responsibilities include:

General duties

• Comp operationalization: defines comp calculation logic, QA's plan payouts, and maintains SPIFF/addendum tracking — the operational counterpart to comp design

• Ad-hoc reporting for both teams

• Spotting and specifying process improvements that make day-to-day easier

Sales Operations

• Own territory transfers, assignment, and evaluation with sales leadership.

• Partner with Finance and Sales leadership to build and enforce the discount approval workflows, and support the deal desk function for non-standard deal configurations.

• Define pipeline stage entry and exit criteria across the sales lifecycle.

• Own forecasting and pipeline health reporting — building and maintaining the reports reps and managers actually use day to day.

• Process end of month commissions and SPIFF payouts accurately

• Document sales rules of engagement (ROE) and maintain the source of truth for processes and Salesforce materials.

Onboarding Operations

• Define and manage the onboarding checklist, escalations, stages, and SLAs. Prioritize “what actually matters” based on evidence, not habit.

• Establish consistent handoff process from sales to onboarding and Restaurant success

• Partner with Business Systems on Salesforce implementation needs — custom fields, reports, or automations.

• Ensure proper tracking is in place to assess impact once changes go live.

Customer Success Operations

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

• Establish health score logic (what inputs should matter & why), account risk alerts, and workflows with leadership.

• Operationalize new customer segmentation based on revenue and potential (new segmentation design sits with the GTM Strategy lead)

• Reallocate account portfolios balancing RSM workload

• Partner with GTM leadership on capacity planning to ensure workload matches team bandwidth and reps are focused on the highest-impact accounts & tasks to drive the best outcomes

• Process end of month commission and SPIFFS

• Define outreach sequence logic and cadence for hibernated, downgrade accounts and win back accounts, partnering with Business Systems on build.

Reporting and Process Improvement

• Develop and maintain accurate customer data and team activity in Salesforce

• Own data hygiene for clean reporting

• Recommend and implement process improvements that reduce manual work and improve operational efficiency and consistency.

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

You Should Apply If You:

• Have 6+ years of experience in sales operations, revenue operations, customer success operations, or a similar cross-functional business partner role. Experience with comp plan administration or SPIFF/addendum tracking is a plus

• Have strong operational judgment — you know exactly what a rep or post sales rep needs to be more effective, and can turn that into a clear, buildable requirement rather than a vague ask

• Are comfortable navigating Salesforce, Outreach, and Gong (PlanHat is a nice to have) well enough to build your own reports and pull ad-hoc data

• Are fluent enough in systems and data to speak the same language as a Biz Systems or engineering counterpart, without losing anything in translation

• Have strong problem-solving skills, with the ability to navigate ambiguity and drive solutions proactively while working with minimal direction

• Are comfortable in a fast-paced, scrappy work environment and aren't afraid to ask probing questions

• Have a high attention to detail, as your specs and reporting directly shape what gets built and how performance gets tracked

• Have strong interpersonal and communication skills with the ability to interact with employees of all levels, including sales and CS leadership

• Have a proven ability to make data-informed decisions and thrive in a dynamic environment under short timelines with changing priorities

• Can diagnose root cause — distinguishing whether a performance gap is a training issue, a metrics/reporting issue, or a comp misalignment issue

About Our Benefits:

• Expected Base Salary: $130,000 - $168,000 (depending on candidate location and experience)
• Ongoing training and growth opportunities.
• A "Best Place to Work" winner multiple times where we focus on creating a great employee experience.
• Rock solid medical, dental, and vision plans.
• Mental Health Coverage - we offer several programs to support your mental health and wellness goals.
• Unlimited Paid Vacation. We expect you to work hard, but still enjoy your personal life
• 7 weeks of baby bonding time for all new parents (within the first year of birth or adoption), 8 Weeks of Paid Pregnancy Leave.
• 401(k) Matching
• Employer-contributing student loan assistance program or continuing education reimbursement program
• Employee Stock Incentive Plan.
• Pet insurance for your fur babies
• Consistent & fair leadership: we’ll share info, set clear goals, show you respect, and treat everyone fairly.
• Enough freedom to spread your wings while still holding you accountable.