Sales Operations Lead

We're looking for a Sales Operations Lead to lead our Sales Operations for AMER at Coder, with a strong focus on the systems and processes supporting our Customer Success organization. This remote role matters because reliable workflows, clean data, and clear reporting help our teams improve retention, expansion, and customer health.

You’ll work across Customer Success, Sales, and Sales Engineering to improve how we manage the customer lifecycle from closed-won through renewal. You’ll own key CS workflows in Pylon and Salesforce, build useful reporting, and partner with the Global Director of Sales Operations and CS leadership to turn operational needs into scalable systems.

What you’ll do here

• Serve as the operational point person for the AMER Customer Success organization, partnering closely with CSMs and CS leadership.

• Own and continuously improve Pylon workflows, configurations, and automations supporting customer communication, ticketing, and CS processes.

• Build and maintain reporting and dashboards for customer health, renewal risk, NRR, GRR, and CSM productivity.

• Manage the systems and workflows supporting Customer Success, including Pylon, Salesforce, integrations, and data hygiene.

• Design and improve playbooks, SOPs, and workflows for onboarding, QBRs, renewals, escalations, and other key customer lifecycle moments.

• Partner with Sales to create smooth, consistent handoffs from closed-won through onboarding and ongoing customer management.

• Support deal desk and sales operations processes where they intersect with customer onboarding, renewals, expansion, and post-sale commitments.

• Analyze CS and revenue data to identify trends, risks, and opportunities, then translate those findings into clear recommendations for leadership.

• Support renewal forecasting, customer health reporting, and capacity planning for the Customer Success team.

• Troubleshoot day-to-day operational issues and act as a go-to resource for Pylon and related CS workflows.

• Own and optimize Salesforce workflows that connect Sales and Customer Success, keeping data accurate, processes practical, and reporting useful.

• Improve enablement and documentation so distributed teams understand how to use systems, follow processes, and find the information they need.

• Partner with Sales Engineering and other teams to improve handoffs, reduce operational friction, and maintain clear customer context.

• Work closely with the Director of Sales Operations to support AMER priorities and improve how our revenue teams operate.

What we’re looking for

• 2+ years of experience in Sales Operations, Revenue Operations, Customer Success Operations, or a related go-to-market operations role.

• Hands-on experience administering and optimizing Pylon.

• Strong experience with Salesforce, including managing workflows, reporting, data quality, or process improvements.

• Experience supporting a Customer Success organization and understanding the operational needs of CSM teams.

• Familiarity with customer health, renewals, retention, expansion, NRR, and GRR.

• Strong analytical and problem-solving skills, with the ability to turn ambiguous problems into practical, scalable processes.

• Experience building dashboards, reporting, and operational insights for teams and leadership.

• Strong written and verbal communication skills, especially in a remote environment.

• A self-starter who can work independently, manage competing priorities, and follow through without needing constant direction.

• Comfort partnering across Customer Success, Sales, Sales Engineering, and leadership.

• Strong organizational skills and attention to detail.

• Ability to provide reliable coverage for AMER working hours.

Bonus tacos if you have

• (Tacos? If you need an ice-breaker, ask how we say thanks by giving tacos!)

• Experience with Customer Success platforms such as Pylon, Totango, Gainsight, Vitally, or similar tools.

• Working knowledge of Clari, Gong, Nooks, Dealhub, DocuSign, ZoomInfo, and 6sense.

• Experience building or improving customer health scoring models.

• Experience with renewal forecasting, capacity planning, or CSM portfolio design.

• Experience managing integrations between CRM, Customer Success, support, and revenue tools.

• Experience developing enablement, SOPs, and documentation for distributed teams.

• Experience working in high-growth SaaS or developer-focused companies.

• Ashby helps us review inbound applications by surfacing candidates who best match the role requirements we've defined. This tool does not make hiring decisions; it helps our team prioritize which applications to review first.