Sales & Customer Experience Operations Manager

Instinct Science

Sales & Customer Experience Operations Manager at leading veterinary EMR company. Overseeing systems and processes that drive performance across the full customer journey from sales to support.

Posted 5/20/2026full-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
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
Collaborate with Marketing Operations to ensure shared data standards, clean lifecycle transitions, and consistent attribution across the full customer journey

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
Intercom experience is strongly preferred; candidates with hands-on administration experience across the support and lifecycle automation features will be prioritized
Glyphic experience is strongly preferred; familiarity with AI intelligence tools for sales and GTM workflows is a meaningful differentiator
Experience in a multi-product SaaS environment preferred

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
a generous stipend that can be used for almost anything to allow you to bring your best self to work
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 administrationWorkflow automationData enrichmentCustomer health scoringRenewal workflowsExpansion automationAnalytics

Soft Skills

Documentation disciplineSystems thinkingJudgmentPrioritization