Senior Sales & Customer Success Operations Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Sales & Customer Success Operations Manager based in the United States.

As a Senior Sales & Customer Success Operations Manager, you will serve as a strategic and operational business partner across Sales, Onboarding, and Customer Success.

You will identify workflow friction, diagnose root causes, and translate business needs into clear, scalable requirements for systems and process improvements.

The role combines operational rigor, data analysis, and cross-functional collaboration to reduce manual work and improve team effectiveness.

You will own critical processes spanning territory management, commissions, customer lifecycle stages, CRM data quality, reporting, and operational handoffs.

Working closely with Business Systems, Finance, Enablement, and commercial leadership, you will turn operational challenges into durable solutions.

This is a highly autonomous role in a fast-paced, remote environment where strong judgment, precision, and initiative are valued.

Reporting to the Head of Revenue Operations, you will have meaningful influence on how Sales and Customer Success operate and scale.

Accountabilities:

• Own sales operations processes including territory assignments and transfers, territory evaluation, discounting governance, deal desk support, commissions, SPIFF payouts, performance reporting, and sales process documentation.
• Define and maintain sales lifecycle requirements, including pipeline stage entry and exit criteria, rules of engagement, data standards, and Salesforce process documentation.
• Establish and manage onboarding lifecycle requirements, stages, SLAs, escalation paths, and consistent handoffs between Sales, Onboarding, and Customer Success.
• Partner with Business Systems to translate operational needs into buildable Salesforce requirements, including custom fields, reports, automations, workflows, and other system enhancements.
• Own customer success operations across onboarding, adoption, renewal, expansion, and churn, ensuring lifecycle stages, account activity, data, and operational workflows remain accurate and actionable.
• Develop health scoring, account-risk indicators, alerts, segmentation, assignment models, and capacity-planning processes in partnership with Customer Success leadership.
• Build and maintain reporting on team activity, performance, pipeline, customer activity, and operational outcomes, using data to identify gaps and recommend improvements.
• Audit CRM data, fields, objects, lifecycle stages, and processes to maintain data hygiene and ensure reporting accurately reflects how the business operates.
• Design and improve Outreach sequences and other operational workflows that help commercial teams work more efficiently.
• Diagnose performance gaps and determine whether the root cause is related to training, process, reporting, metrics, incentives, or other operational factors.
• Partner cross-functionally with Sales, Customer Success, Finance, Enablement, Business Systems, and leadership to implement changes, measure their impact, and continuously improve operational efficiency.

Requirements:

• 5+ years of experience in Sales Operations, Revenue Operations, Customer Success Operations, or a comparable cross-functional business operations role.
• Demonstrated ability to translate ambiguous business problems into precise, actionable, and technically feasible requirements for systems or engineering partners.
• Strong working knowledge of Salesforce, including the ability to create reports, analyze data, maintain process documentation, and identify data-quality issues.
• Experience working with Outreach and Gong; familiarity with PlanHat is a plus.
• Strong understanding of sales and customer success processes, including pipeline management, onboarding, lifecycle management, renewals, expansion, churn, commissions, and performance measurement.
• Strong analytical and problem-solving skills, with the ability to use data to identify trends, diagnose root causes, and drive informed operational decisions.
• Ability to communicate effectively with employees at all levels, including Sales and Customer Success leadership and technical Business Systems partners.
• High attention to detail, particularly when defining specifications, managing data, documenting processes, and developing reporting frameworks.
• Proven ability to work independently, navigate ambiguity, ask probing questions, and proactively drive solutions with minimal direction.
• Comfortable operating in a fast-paced, entrepreneurial environment with changing priorities and short timelines.
• Strong systems thinking and a practical understanding of how workflows, technology, data, incentives, and team behaviors interact.
• A collaborative, inclusive mindset with a willingness to share ideas, support colleagues, and continuously seek better ways of working.
• Ability to work remotely within the United States; employment eligibility may vary by state.

Benefits:

• Base salary: $130,000-$168,000, depending on location and experience.
• Remote work flexibility within the United States, subject to state employment eligibility.
• Ongoing training and professional growth opportunities.
• Medical, dental, and vision insurance.
• Mental health and wellness programs.
• Unlimited paid vacation.
• Seven weeks of baby-bonding leave for new parents within the first year following birth or adoption.
• Eight weeks of paid pregnancy leave.
• 401(k) matching.
• Employer-contributed student loan assistance or continuing education reimbursement.
• Employee Stock Incentive Plan.
• Pet insurance.
• Consistent, transparent, and fair leadership with clear goals and accountability.
• An inclusive workplace focused on collaboration, respect, diversity, and employee experience.