[Hiring] Senior Sales & Customer Success Operations Manager @ChowNow

Role Description

As the Senior Sales & Customer Success Operations Manager, you will be the business partner embedded deeply within Sales and CS, owning operational execution in an SMB environment. You'll spot the friction and pain points, see exactly where workflows and processes break down, and define what actually needs to change — whether it's a workflow, a checklist, an ROE, or a comp trigger.

You bring the process rigor and the Business Systems team brings the technical chops to build durable & scalable systems. You define the what and why, translating a business need into a specific, buildable requirement — but you don't touch the systems yourself. The through-line across everything you do is reducing operational burden, especially manual work, so sales reps and customer success teams can focus on what actually drives impact.

This role reports directly to the Vice President of Sales and will not have any direct reports. This is a remote role based in the United States.

Qualifications

• 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.
• Strong operational judgment — ability to turn vague asks into clear, buildable requirements.
• Comfortable navigating Salesforce, Outreach, and Gong (PlanHat is a nice to have).
• Fluent in systems and data to communicate effectively with Biz Systems or engineering counterparts.
• Strong problem-solving skills with the ability to navigate ambiguity and drive solutions proactively.
• High attention to detail, as specifications and reporting directly shape performance tracking.
• Strong interpersonal and communication skills with the ability to interact with employees at all levels.
• Proven ability to make data-informed decisions in a dynamic environment.
• Ability to diagnose root causes of performance gaps.

Requirements

• Own territory transfers, assignment, and evaluation with sales leadership.
• Partner with Finance and Sales leadership to build and enforce discount approval workflows.
• Define pipeline stage entry and exit criteria across the sales lifecycle.
• Own forecasting and pipeline health reporting.
• Process end of month commissions and SPIFF payouts accurately.
• Document sales rules of engagement (ROE) and maintain the source of truth for processes.
• Define and manage the onboarding checklist, escalations, stages, and SLAs.
• Establish consistent handoff process from sales to onboarding and Restaurant success.
• Define and manage customer stages from onboarding through adoption, renewal, expansion, and churn.
• Establish health score logic, account risk alerts, and workflows with leadership.
• Develop and maintain accurate customer data and team activity in Salesforce.
• Own data hygiene for clean reporting.
• Audit CRM data, fields, objects, and lifecycle stages for alignment with business processes.

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 focusing on creating a great employee experience.
• Rock solid medical, dental, and vision plans.
• Mental Health Coverage with several programs to support wellness goals.
• Unlimited Paid Vacation.
• 7 weeks of baby bonding time for all new parents.
• 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.
• Freedom to spread your wings while still holding you accountable.