Senior Sales & Customer Success Operations Manager

ChowNow is a restaurant technology company that provides digital dining solutions for independent restaurants. The Senior Sales & Customer Success Operations Manager will own operational execution across Sales, Onboarding, and Customer Success, defining scalable workflows, reporting, compensation processes, and business requirements while reducing manual work and operational burden.

Responsibilities:

• 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
• 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
• 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
• 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
• 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

Requirements:

• Have 6+ years of experience in sales operations, revenue operations, customer success operations, or a similar cross-functional business partner role and have owned operations for both a sales org and a post-sales org, not one or the other
• 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
• Experience with comp plan administration or SPIFF/addendum tracking is a plus
• PlanHat is a nice to have