Hotel Engine

Sales Strategy and Operations Manager

Hotel Engine

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $120,000 - $140,000 per year

Job Level

Mid-LevelSenior

About the role

  • Customer Success & Expansion Operations: Build and maintain capacity models to ensure the team is right-sized and focused on the highest-value accounts.
  • Analyze book-of-business distribution and make recommendations for reassignments or load balancing.
  • Identify churn risk early and develop workflows/playbooks to reduce avoidable churn.
  • Surface expansion opportunities using product signals, customer behavior, and account insights.
  • Create prioritization frameworks that guide CS/AM teams on where to spend their time.
  • Define KPIs, dashboards, and recurring operating cadences for CS and Expansion.
  • Systems, Tools & Technical Enablement: Self-serve Salesforce data, build reports/dashboards, and understand object relationships.
  • Write clear, technically informed business requirements documents (BRDs) for RevOps and Systems partners.
  • Collaborate on workflows, routing logic, and automation in tools like Salesforce, Pocus, and others.
  • Support development of customer signals and scoring frameworks.
  • Analytics & Insights: Conduct targeted analyses to understand churn drivers, segment performance, and expansion trends.
  • Build lightweight Excel models (capacity planning, churn analysis, segment health).
  • Turn data into actionable recommendations for AM/CS leadership.
  • Cross-Functional Leadership: Partner with CS, Account Management, RevOps, Product, Systems, and Exec stakeholders.
  • Lead projects from strategy → alignment → execution → rollout.
  • Simplify complexity and create structure in ambiguous, fast-moving environments.

Requirements

  • Experience: 4+ years in Customer Success Operations, Account Management Operations, Revenue Operations (post-sales), Expansion Operations, or a related field.
  • Skills: Strong understanding of customer success, retention, expansion, and post-sales workflows.
  • Proactive stakeholder management and ability to influence without direct authority.
  • Clear, concise communication - written, verbal, and presentation.
  • Highly organized with strong execution discipline.
  • Ability to create clarity from ambiguity.
  • Tech-Savvy: Strong Excel skills (VLOOKUP, INDEX/MATCH, SUMIFS/COUNTIFS, pivots, modeling).
  • Salesforce reporting + object understanding (not admin-level, but confident self-serve).
  • Familiarity with tools like Pocus, Gainsight, Catalyst, Vitally, or similar a plus.
  • Experience with project management tools (Asana, Smartsheet, JIRA).
  • Strong working knowledge of sales/CS engagement tools (Gong, Attention, Outreach, Salesloft).
Benefits
  • Compensation: Competitive base pay tied to role and experience, with opportunities for bonuses, commissions, and equity.
  • Benefits: Check out our full list athttp://engine.com/culture.
  • Environments for Success: Different roles have different needs in terms of the environments that drive success which is why we have a hybrid-hub model. Whether you are in one of our amazing offices or fully remote, we’ll make sure you have what you need to succeed.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
capacity modelingchurn analysisdata analysisreportingExcelSalesforceworkflow automationKPI definitiondashboard creationbusiness requirements documentation
Soft skills
stakeholder managementinfluence without authorityclear communicationorganizational skillsexecution disciplineclarity from ambiguitycross-functional leadershipproject managementstrategic alignmentsimplifying complexity