Senior Sales & Customer Success Operations Manager

About Us:   ChowNow is one of the leading players in off-premise restaurant technology. As takeout becomes a vital revenue stream for independent restaurants, our platform helps owners focus on what they do best—serving great food—by offering solutions across the entire digital dining experience. From building branded websites and mobile apps, to powering online orders, managing menus, consolidating delivery, and running targeted marketing, we give restaurants the tools to grow on their own terms.   We support thousands of restaurants across North America, helping process $1B+ in gross food sales while saving our partners over $700M in third-party commission fees. Through our white-label ordering solutions, a growing demand network (including Google, Yelp, Apple, and Snap), and a diner-friendly marketplace, we empower independent restaurants to own their customer relationships and avoid inflated pricing and fees charged by 3rd party delivery apps like Uber and Doordash.    Founded in 2012, we’ve navigated rapid growth and transformation—from startup roots through the pandemic boom—and are now beginning an exciting new era under our CEO, Kanika Soni. As we evolve with new leadership and cutting-edge tools, we’re deepening our commitment to helping local restaurants thrive in the digital economy.   About the Position:

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 be a workflow, a checklist, an ownership model or a comp trigger.

You will bring the process rigor and the Business Systems team brings the technical chops to build durable and 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 through-line across everything you do is reducing operational burden, especially manual work, so reps and post sales reps can focus on what actually drives impact.

This role reports directly to the Head of Revenue Operations and will not have any direct reports.

This is a remote role based in the United States. Please note: ChowNow is not eligible to employ in every state and the recruiting team will confirm location and eligibility before moving past initial stages.   WHAT WE LOVE ABOUT YOU:   You put restaurants first. You deeply understand the importance of local restaurants and put them at the center of everything you do. You aim to help them not only survive but thrive.   You celebrate diversity. You recognize that diversity and inclusivity matter. You’re committed to progress, which means everyone gets the support and resources they need, no matter who they are.  You have an ability to listen to other team members' ideas and can thrive in an environment that embraces individuality. Everyone’s voice counts.   You raise your hand. You consistently go above and beyond what is asked of you. You help your peers accomplish their tasks while also excelling at accomplishing your own. When you have a smart idea, you raise your hand and share it.   You keep reaching. You set clear ambitious goals. You don’t allow yourself to become complacent with where you’re at and what you’ve done, so you seek out new opportunities and challenges.
Responsibilities include:

Sales Operations

Ownership of territory transfers, assignment, and evaluation with sales leadership

Partner with Finance and Sales leadership to enforce discounting matrix and support deal desk function for non-standard deal configurations

Process end of month commissions and SPIFF payouts accurately

Work with enablement for end of month performance reporting and onboarding initiatives

Documentation of sales ROE and manage source of truth for processes and salesforce material

Defining pipeline stage entry and exit criteria across the sales lifecycle stages

Ownership of sales data hygiene from outbound prospecting, inbound leads, 

Onboarding Operations

Define and manage onboarding lifecycle requirements, escalations, stages, and SLAs

Establish consistent handoff process from sales to onboarding and Restaurant success

Partner with business systems on team Salesforce implementation needs ranging from custom fields, salesforce reports, or automations

Ownership of data hygiene for clean reporting 

Ensuring proper tracking is in place to assess impact once changes go live

Customer Success Operations

Define and manage customer stages from onboarding through adoption, renewal, expansion, and churn

Process end of month commission and SPIFFS

Maintain accurate customer data and team activity in Salesforce

Establish health scoring, account risk, alerts, and workflows with leadership

Support account segmentation, assignment, support CS capacity planning and sales alignment

Build team Outreach sequences

Reporting and Process Improvement

Develop and maintain team activity performance and activity reports. 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.

You Should Apply If You:

Have 5+ years of experience in sales operations, revenue operations, customer success operations, or a similar cross-functional business partner role

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.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. This is not intended to be an exhaustive list of all responsibilities, duties and skills required.   As one of ChowNow’s core values, “Celebrates Diversity”, we are committed to an inclusive and diverse work environment. ChowNow is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.  We are committed to developing a barrier-free recruitment process and work environment, if you require any accommodation, please let us know at your earliest convenience and we’ll work with you to meet your accessibility needs.   Information Regarding Recruiting Scams: ChowNow does not engage in outreach to prospective candidates by text message about employment opportunities, interviews, or employment offers, and we do not make job offers after only one interview. ChowNow does not ask candidates to submit sensitive personal information (Passport details, banking information, etc.) as part of the interview process. ChowNow employment offers are made by a ChowNow Talent Acquisition team member with a @chownow.com email address only. ChowNow does not ask candidates to provide funds to the company for onboarding, equipment, or supplies. If you receive an employment inquiry or employment offer from a non @chownow.com email address, consider it spam.     Read here about your California privacy rights: https://get.chownow.com/legal/california-privacy-rights-act/   #Li-Remote