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 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