Manager, Sales & Customer Experience Operations

Instinct Science

Revenue Operations Manager managing sales operations and customer experience at Instinct Science. Collaborating with cross-functional teams to optimize revenue processes.

Posted 5/14/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $120,000 - $150,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Sales OperationsRevenue OperationsCustomer Success OperationsCRM administrationpipeline configurationworkflow automationdata enrichmentcustomer health scoringrenewal workflowsexpansion automation

Soft Skills

strong analytics capabilitydocumentation disciplinesystems thinkingjudgment to prioritize work