Responsibilities

• Customer Journey Design & Execution: Own the end-to-end customer journey from acquisition through renewal. Design and refine the processes, playbooks, and handoffs across all GTM motion types (self-serve, sales-led, partner-led), and align cross-functional leaders on key touchpoints and quality standards.
• Team Leadership & Development: Lead managers and ICs across Sales Ops, Partner Ops, PS Ops, and CS Ops. Set clear priorities and performance expectations, build a culture of accountability and continuous improvement, and coach managers to develop their own leadership capabilities.
• Sales Operations: Oversee sales planning, territory design, quota setting, and capacity modeling. Ensure pipeline health, forecasting accuracy, and deal governance while driving adoption of sales processes and tooling.
• Partner Operations: Build and scale operational infrastructure for the partner ecosystem — onboarding, performance tracking, co-sell coordination, and partner-to-sales handoffs — with clear playbooks and health metrics.
• Professional Services Operations: Oversee PS capacity planning, project intake, utilization tracking, and billing coordination. Partner with PS leadership on scalable delivery models and define metrics that reflect delivery quality and customer outcomes.
• Customer Success Operations: Own CS infrastructure: health scoring, renewal forecasting, QBR frameworks, and CS-to-Sales handoffs. Develop segment-calibrated playbooks and ensure tooling and workflows support proactive customer engagement.
• Measurement & Performance: Define and report on GTM operational metrics (win rates, pipeline velocity, NRR, PS utilization, partner-sourced revenue, etc.). Drive regular operational reviews and surface actionable insights across all sub-functions.
• Cross-Functional Partnership: Serve as the primary operational partner to GTM Enablement, Workflows & Technology, and Strategy & Analytics — translating operational needs into systems, ensuring process adoption, and contributing to annual planning and GTM strategy.

Requirements

• You don’t need to be an AI expert, but you’re curious and willing to adopt AI tools to work smarter and deliver better results.
• 10+ years of experience in Revenue Operations, GTM Operations, or a closely related field, with at least 3+ years leading teams
• Experience managing managers — you’ve built and led multi-tiered teams and know how to set up a management layer for success
• Broad functional expertise across multiple sub-functions: Sales Ops, Partner Ops, CS Ops, or Professional Services Ops
• Deep fluency in the B2B SaaS GTM model, including pipeline management, renewal forecasting, partner ecosystems, and post-sale operations

Preferred

• Experience in a PLG or hybrid PLG + sales-led go-to-market environment
• Prior experience supporting a partner or channel ecosystem at scale
• Background working with or in Professional Services or implementation-focused teams
• Experience supporting international GTM operations across multiple regions
• Hands-on experience with core GTM tooling (Salesforce, Gainsight, Clari, Gong, or equivalents)