Salesforce

Manager, L2O Innovation

Salesforce

full-time

Posted on:

Location Type: Hybrid

Location: Indianapolis • Illinois • United States

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Salary

💰 $164,000 - $177,600 per year

About the role

  • Serve as a Subject Matter Expert and trusted advisor on Contact Strategy and Customer Lifecycle Insights across pre- and post-sales motions
  • Identify opportunities to better leverage customer and contact data to drive engagement, retention, and expansion
  • Develop recommendations for both quick wins and long-term transformation initiatives grounded in data, AI-driven insights, and industry best practices
  • Analyze customer lifecycle trends (lead → opportunity → customer → renewal/expansion) to identify gaps and opportunities
  • Define and track KPIs across the full Customer 360 journey, supporting QBRs and executive reporting
  • Evaluate seller interaction patterns with contacts and accounts to inform global standards and engagement strategies
  • Partner with Enablement and Change Management teams to ensure sellers are equipped to act on insights effectively
  • Consult on and execute against the roadmap for Customer 360 insights and lifecycle optimization initiatives
  • Translate business needs into requirements for data, tooling, analytics & agents that enhance seller decision-making
  • Partner with Business and Technology teams to design and deliver scalable solutions that unify customer data and insights
  • Provide visibility into risks, dependencies, and progress for key lifecycle and insights initiatives
  • Advocate for seller and customer needs in enterprise-wide programs, ensuring solutions improve real-world usability and outcomes
  • Drive alignment between pre-sales and post-sales processes to ensure a seamless customer experience
  • Build and maintain process maps, requirements, prototypes standards, and frameworks that enable a unified Customer 360 view for CRM, Slack & Agentic interfaces
  • Run pilots and experimentation with Agents to generate real-time feedback from Sellers.

Requirements

  • 6+ years of experience in Sales Operations, Revenue Operations, Customer Success Operations, or similar roles focused on process and insights
  • Strong understanding of the full customer journey, including sales, onboarding, retention, and expansion
  • Proven ability to translate customer and contact data into actionable insights that improve seller performance and customer outcomes
  • Experience bridging Sales and Customer Success processes to create seamless handoffs and lifecycle continuity
  • Proficiency in developing process documentation, lifecycle frameworks, and playbooks that drive adoption and efficiency
  • Experience working with global, cross-functional teams and influencing senior stakeholders
  • Strong ability to identify patterns in customer behavior, engagement, and lifecycle performance
  • Demonstrated success improving efficiency and effectiveness across customer-facing processes
  • Ability to identify lifecycle gaps (e.g., poor handoffs, underutilized contacts) and implement scalable solutions
  • Deep understanding of seller workflows and how to embed insights into their day-to-day activities.
Benefits
  • time off programs
  • medical
  • dental
  • vision
  • mental health support
  • paid parental leave
  • life and disability insurance
  • 401(k)
  • employee stock purchasing program
Applicant Tracking System Keywords

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

Hard Skills & Tools
data analysiscustomer lifecycle insightsKPI trackingprocess documentationlifecycle frameworksplaybooks developmentdata-driven recommendationsAI-driven insightscustomer engagement strategiesscalable solutions
Soft Skills
communicationcollaborationinfluencingproblem-solvingstrategic thinkingadaptabilitycustomer advocacycross-functional teamworkleadershipanalytical thinking