Manager, Sales & Customer Experience Operations
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Job Description
Revenue Operations Manager managing sales operations and customer experience at Instinct Science. Collaborating with cross-functional teams to optimize revenue processes.
Responsibilities:
- Own the operational infrastructure of the sales process: pipeline stage definitions, forecasting methodology, opportunity hygiene standards, and CRM governance in HubSpot
- Build and maintain sales automation workflows covering lead handoff from marketing, deal progression triggers, task routing, and follow-up sequences
- Partner with Sales leadership on territory design, quota support, and capacity planning; translate headcount and coverage decisions into operational systems
- Administer and optimize Glyphic (AI intelligence tool) across the sales and broader GTM organization, ensuring adoption, data quality, and insight delivery to leadership
- Manage the deal desk process including approval workflows, discount governance, and exception tracking; instrument these processes to reduce friction while maintaining controls
- Produce and maintain sales performance reporting in HubSpot, including pipeline coverage, velocity, conversion rates, and rep-level productivity metrics
- Own the operational systems that support Customer Success and Support teams, including Intercom administration, lifecycle stage management, and health scoring infrastructure
- Design and maintain automated customer onboarding workflows, ensuring that handoffs from Sales to CX are instrumented, timely, and customer-centric
- Build and manage renewal and expansion workflows: early warning systems, at-risk account routing, upsell and cross-sell trigger logic, and renewal pipeline tracking
- Instrument customer health models; ensure data inputs are automated and scoring logic is regularly reviewed and recalibrated
- Partner with Support and CS leadership to identify operational bottlenecks and build the automation or process changes that eliminate them
- Partner with Sales and Customer Success leadership to design commission and incentive compensation plans that align rep behavior with company revenue goals and customer outcomes
- Translate approved plan structures into formal compensation plan documents; manage the review and signature process through to execution
- Perform monthly commission calculations for all plan participants; deliver accurate, auditable outputs to Finance on schedule and resolve disputes with speed and transparency
- Maintain compensation plan documentation, eligibility records, and change logs; ensure Finance and People Operations have the data they need for payroll and accruals
- Build and maintain automation around compensation tracking where possible, reducing manual calculation risk and improving cycle time
- Design and deploy AI-powered workflows across the sales and customer experience stack, using tools such as Glyphic, Clay, Claude, and similar platforms to reduce manual work and increase signal quality
- Use Orbital and Clay for data enrichment and account intelligence, ensuring Sales and CX teams have accurate, current data without manual research burden
- Continuously audit the GTM tool stack for redundancy, integration gaps, and automation opportunities; maintain a roadmap of improvements in partnership with the VP RevOps
- Document all systems, workflows, and processes thoroughly; operate as a team of one with the discipline and rigor that requires
- Build and maintain dashboards and reporting for Sales and CX leadership covering pipeline, bookings, retention, expansion, and support performance
- Define and enforce metric definitions; proactively identify and resolve discrepancies across systems
- Serve as the operational partner to Sales and Customer Success leadership: run operating rhythms, translate strategy into systems, and deliver data that drives decisions
- Collaborate with Marketing Operations to ensure shared data standards, clean lifecycle transitions, and consistent attribution across the full customer journey
- Partner with Revenue Operations peers and the VP RevOps to align on RevTech priorities, integration design, and cross-functional performance reporting
Requirements:
- 6+ years of experience in Sales Operations, Revenue Operations, Customer Success Operations, or a closely related discipline
- HubSpot expertise is required; advanced CRM administration experience including pipeline configuration, workflow automation, and reporting
- Hands-on experience building AI-powered workflows and automations using tools such as Clay, Claude, n8n, or equivalent platforms
- Experience with data enrichment tools (Clay, Orbital, or similar) and multi-system integration management
- Proven ability to design and operate customer health scoring, renewal workflows, and expansion automation in a SaaS environment
- Strong analytics capability; proficiency with Metabase, Mixpanel, or equivalent BI tools; ability to build and maintain GTM dashboards independently
- Track record of operating effectively as a team of one: strong documentation discipline, systems thinking, and the judgment to prioritize high-leverage work
Benefits:
- Medical, dental and vision benefits
- 401K with match
- Owner-like flexibility over work and time-off
- Time to innovate and Flow State Fridays
- All-expense-paid time throughout the year together, including at our annual retreat
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