Sr. Manager, Sales & Customer Success Operations

At PitchBook, we are always looking forward. We continue to innovate, evolve, and invest in ourselves to bring out the best in everyone. We’re deeply collaborative and thrive on the excitement, energy, and fun that reverberates throughout the company.Our extensive learning programs and mentorship opportunities help us create a culture of curiosity that pushes us to always find new solutions and better ways of doing things. The combination of a rapidly evolving industry and our high ambitions means there’s going to be some ambiguity along the way, but we excel when we challenge ourselves. We’re willing to take risks, fail fast, and do it all over again in the pursuit of excellence.If you have a good attitude and are willing to roll up your sleeves to get things done, PitchBook is the place for you.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 goalsAct as a key thought partner for leadership, identifying and implementing strategic operational improvementsPartner with executive leadership to develop and execute automation and efficiency initiatives that enhance team performanceInfluence and contribute to the enterprise systems roadmap, ensuring Sales and Customer Success teams are equipped with best-in-class tools and processesAdvocate for cross-functional alignment to drive operational scalability and efficiencyEstablish and maintain standardized inflow processes for support requests and inquiries regarding Sales and Customer Success platformsOversee the prioritization and management of incoming work, ensuring adherence to SLAs and high-impact problem resolutionDrive continuous improvement by identifying trends in support requests and implementing proactive solutionsImplement and refine KPIs to measure operational success and team efficiencyDevelop and oversee comprehensive training programs for Sales and Customer Success teams to ensure operational fluency and self-sufficiencyLead the creation and maintenance of a centralized knowledge base, ensuring documentation is accurate, up-to-date, and widely adoptedChampion the adoption of new features, tools, and data/metrics made available by the Sales & Customer Success Platform and Intelligence teamsBuild, mentor, and scale a high-performing team aligned with business objectivesEstablish career development paths for team members, fostering a culture of continuous learning and professional growthSet and manage team OKRs, tracking performance and making data-driven improvementsPromote a collaborative, customer-centric culture within the operations teamSupport the vision and values of the company through role modeling and encouraging desired behaviorsParticipate in various company initiatives and projects as requestedSkills and Qualifications:Bachelor’s degree8+ years of experience in sales or customer success operations, business process improvement, or related roles within a fast-paced environment5+ years of experience leading teams, with a strong track record of driving operational excellence and scaling processesExpertise in CRM systems (e.g., Salesforce, Catalyst) and sales/customer success automation toolsStrong strategic thinking and problem-solving skills with the ability to influence executive stakeholdersExceptional analytical skills with the ability to translate complex data into actionable insightsProven experience driving change and leading process improvement initiativesProficiency in project management methodologies and toolsAbility to thrive in a dynamic environment and manage multiple priorities effectivelyProficiency with the Microsoft Office suite including in-depth knowledge of Outlook, Word, and Excel with the ability to pick up new systems and software easilyBenefits + Compensation at PitchBook:Physical Health Comprehensive health benefitsAdditional medical wellness incentivesSTD, LTD, AD&D, and life insuranceEmotional HealthPaid sabbatical program after four yearsPaid family and paternity leaveAnnual educational stipendAbility to apply for tuition reimbursementCFA exam stipendRobust training programs on industry and soft skillsEmployee assistance programGenerous allotment of vacation days, sick days, and volunteer daysSocial HealthMatching gifts programEmployee resource groupsSubsidized emergency childcareDependent Care FSACompany-wide eventsEmployee referral bonus programQuarterly team building eventsFinancial Health401k matchShared ownership employee stock programMonthly 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.CompensationAnnual base salary: $165,000-$200,000Target 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.#LI-MS1 #J-18808-Ljbffr