Senior Manager, Revenue Operations & Systems

Overview

You're the person who keeps the revenue engine running at Decagon - an AI customer experience platform. You manage the CRM, build the reports executives look at every Monday, and spend a lot of time troubleshooting why data isn't flowing between systems or why a deal stage doesn't match reality.

Role Snapshot

Company Context

Stage: Likely Series B/C (based on 304 employees and active GTM hiring)

Size: 304 employees

Growth: Expanding Revenue Operations team (hiring 3 roles), suggests scaling phase

Market Position: AI customer service automation - crowded category with Ada, Intercom, Zendesk AI, but differentiated by Agent Operating Procedures feature

GTM Reality

What You're Supporting:

• Enterprise sales team selling to customer service orgs at mid-market to enterprise companies
• Likely 20-40 quota-carrying reps based on company size
• Complex deals involving multiple stakeholders (CX leaders, IT, procurement)
• Mix of new logo acquisition and expansion within existing accounts

Your Stakeholders:

• Sales leadership (needs accurate forecasts, pipeline visibility)
• AEs (need clean data, integrations that work, clear processes)
• Finance (needs revenue recognition, commission tracking)
• Marketing (needs attribution, lead routing, conversion metrics)

What You'll Actually Do

Time Breakdown

System Administration (35%) | Reporting & Analytics (25%) | Process Design (20%) | Project Work (15%) | Firefighting (5%)

Key Activities

• Salesforce Administration: Manage user permissions, build custom objects and fields, configure validation rules, troubleshoot why opportunities aren't syncing from Outreach or why contacts are duplicating. You're the Salesforce admin.
• Tech Stack Management: Own the integrations between Salesforce, Outreach/SalesLoft, Gong, Slack, Looker/Tableau, and whatever other tools the team uses. When something breaks, you figure out if it's an API issue, a config problem, or user error.
• Reporting & Dashboards: Build and maintain executive dashboards, weekly forecast reports, pipeline coverage analysis, conversion funnel metrics. Spend Monday mornings making sure the numbers are right before the revenue call.
• Process Documentation: Write the playbook for how deals should move through stages, what fields are required, how to handle multi-product opportunities, when Legal needs to be looped in. Update it when reality diverges from the plan.
• Data Hygiene: Run regular audits to find duplicate accounts, fix missing data, standardize naming conventions. Chase reps to update close dates and deal stages.
• Deal Desk Support: Help structure complex deals, figure out how to configure a non-standard pricing arrangement in Salesforce, work with Finance on revenue recognition questions.
• Vendor Management: Negotiate renewals with software vendors, evaluate new tools, manage implementation projects when you add new systems.

The Honest Reality

What's Hard

• You're constantly balancing urgent requests from sales leadership against long-term system improvements. The urgent stuff usually wins.
• Sales reps will blame the CRM when deals are slipping. Sometimes it's a real system issue, often it's an execution issue, but you have to investigate either way.
• Every integration breaks eventually. You'll spend time on support calls with vendors trying to diagnose why data stopped flowing.
• Forecasts are always wrong. Your job is to make them less wrong, but executives will still ask why the team missed by 15%.
• Getting reps to follow process and keep data clean is like herding cats. You build the system, they find workarounds.
• Projects always take longer than planned because they depend on other teams (IT, Finance, Engineering) who have their own priorities.

What Success Looks Like

• Forecast accuracy within 10% by stage
• <5% of deals missing required data at close
• Executive dashboards refresh automatically with reliable data
• New rep ramp time decreases because processes are documented and systems are intuitive
• Sales leadership stops asking "can you pull a report on..." because the dashboards already show it

Who You're Supporting

Primary Stakeholders:

• CRO/VP Sales (needs forecast accuracy, pipeline visibility, strategic insights)
• Sales Managers (need team dashboards, deal review tools, coaching data from Gong)
• AEs and SDRs (need systems that work, clear processes, fast support)
• CFO/Finance team (needs revenue data, commission calculations, bookings vs collections)

What They Care About:

• Can they trust the numbers in Salesforce?
• Can they find the data they need without asking you to pull a report?
• Do the tools integrate or are they manually copying data between systems?
• Are there clear processes or is everyone doing their own thing?

Requirements

• 5+ years in Revenue Operations or Sales Operations, ideally at a B2B SaaS company selling to enterprise
• Deep Salesforce expertise - you should be able to build complex workflows, custom objects, and validation rules without help
• Experience managing a modern sales tech stack (Outreach/SalesLoft, Gong/Chorus, ZoomInfo, etc.)
• Strong SQL or similar for data analysis - you need to be able to dig into data warehouse when Salesforce reports aren't enough
• Project management experience - you'll be running system implementations and process rollouts
• Ability to translate between technical and business stakeholders - explain API rate limits to engineers and explain forecast math to sales reps
• Experience at a scaling startup (50-500 employees) where you built processes from scratch, not just maintained them