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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.
Responsibilities include:
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.
General duties
Sales Operations
Onboarding Operations
Customer Success Operations
Reporting and Process Improvement
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.
Skills Required
- 5+ years of experience in sales operations, revenue operations, customer success operations, or a similar cross-functional business partner role
- Experience navigating Salesforce well enough to build reports and pull ad-hoc data
- Experience navigating Outreach well enough to build reports and pull ad-hoc data
- Experience navigating Gong well enough to build reports and pull ad-hoc data
- Strong operational judgment and ability to translate business needs into clear, buildable requirements
- Ability to work effectively with Business Systems or engineering counterparts on systems and data requirements
- Strong problem-solving skills and ability to drive solutions proactively with minimal direction
- High attention to detail in specifications, reporting, and performance tracking
- Strong interpersonal and communication skills across all organizational levels
- Ability to make data-informed decisions in a dynamic environment with short timelines and changing priorities
- Ability to diagnose root causes across training, metrics/reporting, and compensation issues
- PlanHat experience
What the Team is Saying
ChowNow Compensation & Benefits Highlights
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Healthcare Strength — Health coverage is described as comprehensive, spanning medical, dental, vision, and dedicated mental‑health benefits. Wellness resources such as counseling and EAP-style support are also referenced.
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Leave & Time Off Breadth — Time away is positioned as unlimited paid vacation with paid holidays alongside paid parental and family leave. Public benefit descriptions emphasize generous PTO and flexible time off.
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Parental & Family Support — Parental benefits are portrayed as strong, with baby‑bonding time for all parents plus additional paid pregnancy leave. Adoption assistance and a return‑to‑work program are also noted.
ChowNow Insights
What We Do
ChowNow’s vision is to become the leading North American platform connecting diners and independent restaurants for at-home dining. The ChowNow Platform continues to grow its product offerings and bring restaurants and diners closer together. Our marketplace provides commission-free ordering for restaurants nationwide and diners with an ever-growing selection of independent restaurants. Our demand network provides diners with the ability to order where they’re already online, including Google, Yelp, Instagram, Snap, and many others. And our white-labeled online ordering system provides restaurants with a branded experience for diners on their website and their own iOS and Android apps for a reasonable monthly fee regardless of order volume. To date, we’ve created over 20,000 apps for our restaurant partners – something that’s never been done before in our category. We operate this way because of our belief in being fair, sustainable, and equitable with our restaurant partners and the same goes for our culture.
Why Work With Us
Diversity, teamwork, and mutual respect are among our core company values. We pride ourselves on giving our teams plenty of opportunities to make their mark. Join us and help ensure ChowNow becomes the diner’s first choice for socially responsible online ordering. Together we can preserve neighborhood flavor, one restaurant at a time.
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ChowNow Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Our hybrid policy asks local Los Angeles employees to come in 2 times a week to allow for in person collaboration and cross-functional relationship building. Our open air, Culver City Headquarters is spacious and inviting for teams to be together.
