GTM Systems & Operations Manager at Persona · LumiJobs

Responsibilities

As Customer Operations Manager, you’ll report to the RevOps lead and partner with Post-Sales leadership to build and scale the strategy, processes, systems, and reporting that support our customer-facing teams.
You’ll lead improvements across the customer lifecycle—from onboarding and engagement through renewal and expansion—by translating business needs into scalable solutions. This includes shaping our Salesforce and GTM infrastructure, applying AI and automation, defining success metrics, and managing initiatives from design through rollout and adoption.
This role is ideal for someone who combines strategic business judgment with a builder mindset and enjoys turning ambiguous problems into practical, measurable solutions.
Design and implement scalable customer lifecycle processes across onboarding, engagement, renewals, expansion, and churn prevention.
Translate business needs into process designs, technical requirements, testing criteria, and rollout plans in partnership with Salesforce administrators, engineers, data teams, and Post-Sales leaders.
Guide Salesforce solution design, including objects and relationships, automation, permissions, integrations, reporting, and data-quality controls.
Identify and implement AI and automation opportunities that reduce manual work and improve activities such as account research, meeting preparation, risk identification, and customer follow-up.
Prototype and evaluate AI-enabled solutions, including their logic, exception handling, data access, reliability, and need for human review.
Assess and implement tools that improve Post-Sales efficiency, balancing business value, integration requirements, security, and long-term maintainability.
Define and validate metrics for adoption, sentiment, advocacy, renewals, expansion, and churn, turning analysis into actionable recommendations.
Prioritize operational improvements based on customer impact, business value, and implementation effort, and help leadership evaluate tradeoffs and measure results.
Manage solutions from requirements and testing through deployment, monitoring, troubleshooting, and ongoing ownership.

GTM Systems & Operations Manager

Responsibilities

Qualification

Required

Benefits

Company

Persona

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