Sales Operations Lead

Summary

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

Qualifications

Must Haves

• 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

Nice to Haves

• 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