Senior Sales & Customer Success Operations Manager

Job description

**About Us:** ChowNow is one of the leading players in off-premise restaurant technology. As takeout becomes a vital revenue stream for independent restaurants, our platform helps owners focus on what they do best—serving great food—by offering solutions across the entire digital dining experience. From building branded websites and mobile apps, to powering online orders, managing menus, consolidating delivery, and running targeted marketing, we give restaurants the tools to grow on their own terms. We support **thousands of** **restaurants across North America**, helping process **$1B+ in gross food sales** while saving our partners over **$700M in third-party commission fees**. Through our white-label ordering solutions, a growing demand network (including Google, Yelp, Apple, and Snap), and a diner-friendly marketplace, we empower independent restaurants to own their customer relationships and avoid inflated pricing and fees charged by 3rd party delivery apps like Uber and Doordash. Founded in 2012, we’ve navigated rapid growth and transformation—from startup roots through the pandemic boom—and are now beginning an exciting new era under our CEO, **Kanika Soni**. As we evolve with new leadership and cutting-edge tools, we’re deepening our commitment to helping local restaurants thrive in the digital economy. **About the Position:** As the Senior Sales & Customer Success Operations Manager, you will be the business partner embedded deeply within Sales and CS, owning operational execution. 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 throughline 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 Head of Revenue Operations and will not have any direct reports. This is a remote role based in the United States. **Please note:** ChowNow is not eligible to employ in every state and the recruiting team will confirm location and eligibility before moving past initial stages. **WHAT WE LOVE ABOUT YOU:** **You put restaurants first.** You deeply understand the importance of local restaurants and put them at the center of everything you do. You aim to help them not only survive but thrive. **You celebrate diversity.** You recognize that diversity and inclusivity matter. You’re committed to progress, which means everyone gets the support and resources they need, no matter who they are. You have an ability to listen to other team members' ideas and can thrive in an environment that embraces individuality. Everyone’s voice counts. **You raise your hand.** You consistently go above and beyond what is asked of you. You help your peers accomplish their tasks while also excelling at accomplishing your own. When you have a smart idea, you raise your hand and share it. **You keep reaching.** You set clear ambitious goals. You don’t allow yourself to become complacent with where you’re at and what you’ve done, so you seek out new opportunities and challenges. ### Responsibilities include: **General duties** - 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 **Sales Operations** - 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. **Onboarding Operations** - 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. **Customer Success Operations** - 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. **Reporting and Process Improvement** - 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. ### You Should Apply If You: - Have 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 - 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 ### About Our 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 where we focus on creating a great employee experience. - Rock solid medical, dental, and vision plans. - Mental Health Coverage - we offer several programs to support your mental health and wellness goals. - Unlimited Paid Vacation. We expect you to work hard, but still enjoy your personal life - 7 weeks of baby bonding time for all new parents (within the first year of birth or adoption), 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: we’ll share info, set clear goals, show you respect, and treat everyone fairly. - Enough freedom to spread your wings while still holding you accountable.