Note: The job is a remote job and is open to candidates in USA. Coder is a platform for AI development infrastructure that enables enterprises to securely run human- and AI-driven development workflows in consistent, governed environments. The Sales Operations Lead will lead AMER Sales Operations with a focus on Customer Success systems and processes, owning Pylon and Salesforce workflows, reporting, data quality, customer lifecycle processes, and cross-functional operational improvements.
Responsibilities
- 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
Skills
- 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
- 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
Benefits
- This remote role
Company Overview