Customer Success And Sales Operations Lead

Summary

Join Fundraise Up, a leading fundraising platform, as our Customer Success & Sales Operations Lead! This remote, hybrid role requires optimizing sales and customer success operations, ensuring alignment across revenue-generating teams. You will oversee the tech stack, process optimization, automation, and tool implementation, driving efficiency and revenue growth. The position demands strong technical expertise in CRM and sales/CS tools, along with data analytics skills and cross-functional collaboration. You'll be instrumental in improving customer experience and operational efficiency, while working with a high-growth SaaS company. We offer competitive benefits including paid time off, 401k matching, comprehensive health insurance, and paid parental leave.

Requirements

• 5+ years in Customer Success Operations, Sales Operations, or a related Revenue Operations role
• Strong technical expertise in CRM (Salesforce) and sales/CS tools such as Salesloft, CS Tool (PlanHat, ChurnZero or Similar), HubSpot, Gong, and Chili Piper
• Experience implementing new tools and optimizing existing GTM tech stacks
• Strong data analytics skills to track customer health, forecast sales, and optimize performance
• Ability to drive automation, process improvements, and system integrations to scale both CS and sales functions
• Proven track record of working cross-functionally and influencing senior stakeholders
• Strong problem-solving skills, operational mindset, and a bias for action
• Experience working in a high-growth SaaS or tech environment

Responsibilities

• Define and execute customer success strategies that enhance customer retention, expansion, and satisfaction
• Implement and manage customer success software (TBD) and ensure full adoption and integration with Salesforce and other GTM tools
• Oversee customer onboarding, implementation, and technical integrations
• Track customer health metrics, lifecycle stages, and engagement to proactively identify churn risks and expansion opportunities
• Collaborate with cross-functional teams to ensure seamless handoffs between sales, CS, and product
• Automate customer lifecycle processes to drive efficiency and scalability
• Provide analytics and insights to improve customer experience and operational efficiency
• Own and optimize the sales tech stack, including Salesforce, Salesloft, Orum, Dock.us, ZoomInfo, Cause IQ, LinkedIn Sales Navigator, Clay, Gong, Chili Piper, and Prolifiq
• Develop and refine scalable sales processes that drive pipeline velocity and improve forecasting accuracy
• Manage lead routing, scoring, and automation to improve rep productivity
• Support quota planning, compensation strategy, and performance tracking
• Work closely with marketing to align lead generation, content strategy, and sales enablement
• Evaluate, implement, and optimize sales tools to improve sales team effectiveness
• Serve as the connective tissue between Sales, Customer Success, Marketing, and Product to ensure alignment and efficiency
• Work with finance and leadership to provide real-time data and insights for strategic planning
• Champion automation and AI-driven solutions to enhance both sales and customer success workflows
• Drive process standardization and documentation to scale operations efficiently

Preferred Qualifications

• Knowledge of CS methodologies (e.g., Customer Health Scoring, NPS tracking, expansion strategies)
• Familiarity with sales methodologies such as MEDPICC or Challenger

Benefits

• 15 days of vacation, 7 company holidays plus an additional 3 floating holidays and 5 sick days
• 401(k) plan with company match
• FSA Spending Account
• 100% Company-paid short-term disability, long-term disability, basic life insurance and AD&D
• Health, Dental, and Vision insurance covered at 100% for employees, 80% for employee plus dependents, and 70% for employees plus family
• Paid parental leave (12/6 weeks)
• Remote working
• Stock options