Sr. Manager, Sales & Customer Success Operations

About the Role:

The Sales & Customer Success Operations team is responsible for enabling and optimizing the tools, processes, and workflows that support PitchBook's revenue-generating teams. Our mission is to ensure Sales and Customer Success have the operational infrastructure needed to work efficiently and effectively. We partner closely with leadership to implement best practices, create scalable solutions, and drive cross-functional alignment across revenue teams.

The Senior Manager, Sales & Customer Success Operations at PitchBook plays a pivotal role in optimizing the efficiency and effectiveness of both Sales and Customer Success teams. This role requires a strategic leader who can empower teams by driving automation, improving processes, and enhancing data-driven decision-making. You will lead a team responsible for operational support, training, and documentation, ensuring that both Sales and Customer Success teams have the necessary resources to perform effectively. As a senior leader, you will influence strategic decisions, drive high-impact initiatives, and align operational strategies with broader company goals while advocating for cross-functional collaboration.

Primary Job Responsibilities:

• Define and drive the long-term strategy for Sales & Customer Success operations, aligning with company objectives and revenue goals
• Act as a key thought partner for leadership, identifying and implementing strategic operational improvements
• Partner with executive leadership to develop and execute automation and efficiency initiatives that enhance team performance
• Influence and contribute to the enterprise systems roadmap, ensuring Sales and Customer Success teams are equipped with best-in-class tools and processes
• Advocate for cross-functional alignment to drive operational scalability and efficiency
• Establish and maintain standardized inflow processes for support requests and inquiries regarding Sales and Customer Success platforms
• Oversee the prioritization and management of incoming work, ensuring adherence to SLAs and high-impact problem resolution
• Drive continuous improvement by identifying trends in support requests and implementing proactive solutions
• Implement and refine KPIs to measure operational success and team efficiency
• Develop and oversee comprehensive training programs for Sales and Customer Success teams to ensure operational fluency and self-sufficiency
• Lead the creation and maintenance of a centralized knowledge base, ensuring documentation is accurate, up-to-date, and widely adopted
• Champion the adoption of new features, tools, and data/metrics made available by the Sales & Customer Success Platform and Intelligence teams
• Build, mentor, and scale a high-performing team aligned with business objectives
• Establish career development paths for team members, fostering a culture of continuous learning and professional growth
• Set and manage team OKRs, tracking performance and making data-driven improvements
• Promote a collaborative, customer-centric culture within the operations team
• Support the vision and values of the company through role modeling and encouraging desired behaviors
• Participate in various company initiatives and projects as requested

Skills and Qualifications:

• Bachelor's degree
• 8+ years of experience in sales or customer success operations, business process improvement, or related roles within a fast-paced environment
• 5+ years of experience leading teams, with a strong track record of driving operational excellence and scaling processes
• Expertise in CRM systems (e.g., Salesforce, Catalyst) and sales/customer success automation tools
• Strong strategic thinking and problem-solving skills with the ability to influence executive stakeholders
• Exceptional analytical skills with the ability to translate complex data into actionable insights
• Proven experience driving change and leading process improvement initiatives
• Proficiency in project management methodologies and tools
• Ability to thrive in a dynamic environment and manage multiple priorities effectively
• Proficiency with the Microsoft Office suite including in-depth knowledge of Outlook, Word, and Excel with the ability to pick up new systems and software easily

Benefits + Compensation at PitchBook:

Physical Health

• Comprehensive health benefits
• Additional medical wellness incentives
• STD, LTD, AD&D, and life insurance

Emotional Health

• Paid sabbatical program after four years
• Paid family and paternity leave
• Annual educational stipend
• Ability to apply for tuition reimbursement
• CFA exam stipend
• Robust training programs on industry and soft skills
• Employee assistance program
• Generous allotment of vacation days, sick days, and volunteer days

Social Health

• Matching gifts program
• Employee resource groups
• Subsidized emergency childcare
• Dependent Care FSA
• Company-wide events
• Employee referral bonus program
• Quarterly team building events

Financial Health

• 401k match
• Shared ownership employee stock program
• Monthly transportation stipend

*Please be aware the above PitchBook benefit and perk offerings are subject to corresponding plan and policy documents and may change during the course of your employment.

Compensation

• Annual base salary: $165,000-$200,000
• Target annual bonus percentage: 15%

*Starting pay will be based on several factors and commensurate with qualifications & experience. We also have a location-based compensation structure; there may be different ranges for candidates by location.

Working Conditions:

We believe our business and our culture are strongest when we work together in person. We also know that it's helpful to have some flexibility to work remotely. Most roles work in the office 3+ days/week, and some are expected to work in the office 4-5 days/week. The current expectation for this role is that you are working in the office 4+days/week and that you are in the office full-time during the training period, for which the length varies by role. During an initial phone screen, the team will discuss expectations for this specific position.

The job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an on-going basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.

Life At PB:

We are consistently recognized as a Best Place to Work and our culture is at the heart of our success. It's our fundamental belief that people do and create great things and that people are the cornerstone of prosperity. We believe that proactively seeking out different points of view, listening to others, learning, and reflecting on what we've heard creates a sense of belonging within PitchBook and strengthens the PitchBook community.

We are excited to get to know you and your background. Concerned that you might not meet every requirement? We encourage you to still apply as you might be the right candidate for the role or other roles at PitchBook.

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