Director, Revenue Operations

About SugarAI SugarAI is redefining CRM for the age of AI. We’re delivering on the original promise of CRM—turning fragmented customer and revenue signals into clear, prioritized action. Instead of more dashboards or surface-level insights, we help teams focus on what matters most and know exactly what to do next. More than two decades after our founding, we’re entering a new chapter with clarity and momentum—building intelligent, intuitive solutions that work within the flow of how teams actually sell and serve. We’re focused on solving complex, real-world challenges where relationships, context, and precision make all the difference. Our global team is united by a shared commitment to impact, ownership, and continuous growth. We create an environment where thoughtful ideas move quickly, where people are trusted to lead, and where flexibility supports how great work gets done. If you’re excited to help shape what’s next in AI-driven CRM—and build technology that drives real outcomes—we’d love to meet you. Where You Fit In As Director, Revenue Operations at SugarAI, you will report to the VP, Revenue Operations and lead critical functions across Sales Operations, Client Success Operations, and Deal Desk. You will manage a small but high-impact team and serve as a strategic operator focused on building the processes, systems, and governance required to scale a high-performing go-to-market organization. This role is responsible for strengthening the operational backbone of the business by standardizing workflows, automating manual processes, improving data quality, and optimizing the tools that support revenue generation and retention. You will partner closely with Sales, Client Success, Finance, Marketing, Product, and other cross-functional leaders to improve execution, drive consistency, and enable data-driven decision-making across the full customer lifecycle. This is an ideal opportunity for a hands-on Revenue Operations leader who has proven experience leading multi-functional operations teams, simplifying complex environments, and implementing scalable systems and processes in a growing SaaS company. Impact You Will Make: Functional Leadership Lead core Revenue Operations functions across Sales Operations, Client Success Operations, and Deal Desk. Manage, coach, and develop a small but high-impact team, creating clarity around priorities, roles, service levels, and expected outcomes. Partner with the VP, Revenue Operations to translate company strategy into scalable operational plans and team execution. Build a culture of accountability, operational rigor, continuous improvement, and strong internal partnership. Process Standardization and Automation Lead the design, standardization, documentation, and continuous improvement of core go-to-market processes across the lead-to-close, order-to-book, and customer lifecycle management motions. Identify manual, inconsistent, and low-value workflows across Sales Ops, CS Ops, and Deal Desk, and implement automation to improve efficiency, accuracy, compliance, and user experience. Establish scalable business rules, governance frameworks, and operating procedures that drive consistency across teams, functions, and geographies. Partner with business stakeholders and systems teams to translate requirements into durable process improvements and automated solutions. Sales Operations Optimize end-to-end sales processes to improve productivity, pipeline management, forecasting discipline, and rep execution. Lead territory design, segmentation, and coverage planning across geographies, segments, and verticals. Support quota operations, account assignment governance, account holdovers, certification tracking, and operational reporting. Improve pipeline hygiene, forecasting accuracy, and reporting consistency through better process design, controls, and dashboards. Client Success Operations Support the operational infrastructure for customer lifecycle management, including renewals, expansion support, customer segmentation, success workflows, and performance visibility. Standardize core Client Success processes, stage definitions, handoffs, and success metrics to improve consistency and scalability. Partner with Client Success leadership to improve operational visibility into book of business, retention risk, renewal readiness, and expansion opportunity management. Deal Desk and Policy Governance Oversee Deal Desk operations to ensure efficient management of approvals, pricing, discounting, exception handling, and policy adherence. Implement controls and approval frameworks that balance governance, speed, and flexibility for complex commercial scenarios. Partner with Sales and Finance leadership to align bookings rules, approval policies, commercial processes, and reporting standards. Forecasting, Reporting, and Revenue Insights Deliver accurate, timely dashboards, executive reporting, and actionable insights across sales performance, customer retention, forecast risk, conversion trends, and productivity. Build and improve reporting frameworks that support data-driven decision-making across Sales, Client Success, and executive leadership. Provide scenario modeling and analysis to support strategic planning, headcount decisions, and growth initiatives. Data and Systems Management Own data quality standards and governance across CRM, BI, and related revenue systems. Ensure clean, structured, and reliable data to support forecasting, reporting, segmentation, renewals, and operational execution. Oversee system hygiene, user management, troubleshooting, and process compliance across revenue tools. Maintain alignment between process design and system configuration to ensure tools reinforce standardized ways of working. Tool and Platform Optimization Evaluate, optimize, and scale the GTM technology stack across Sales, Client Success, and Deal Desk workflows. Recommend and implement enhancements, integrations, and automation that improve cross-functional efficiency and visibility. Simplify the systems landscape where possible, reduce redundant manual work, and improve adoption of core platforms. Drive tool and platform decisions with a focus on scalability, standardization, automation, and business impact. Cross-Functional Collaboration Serve as a strategic liaison across Sales, Client Success, Finance, Marketing, Product, and Systems teams. Align stakeholders around shared definitions, workflows, service models, metrics, and operational priorities. Lead cross-functional initiatives that improve execution across the revenue engine and customer lifecycle. What You Will Bring: 7+ years of experience in Revenue Operations, Sales Operations, Client Success Operations, Deal Desk, or related go-to-market operations roles, with 2+ years in a leadership role. Proven experience leading and developing high-performing operations teams across multiple functional areas. Proven success standardizing and automating tools, workflows, and business processes in a SaaS environment. Strong experience improving CRM, revenue systems, and operational processes to drive scale, consistency, and productivity. Demonstrated success supporting sales process optimization, forecasting, territory design, customer lifecycle operations, and commercial governance. Strong analytical skills, with proficiency in Excel, SQL, or similar data tools. Experience building dashboards, KPIs, reporting frameworks, and executive insights. Exceptional cross-functional communication, stakeholder management, and change leadership skills. High attention to detail with the ability to manage multiple priorities in a fast-paced, evolving environment. Preferred Qualifications Experience in a mid-size SaaS company supporting a scaling go-to-market organization. Experience owning or supporting Sales Ops, CS Ops, and Deal Desk under a unified Revenue Operations model. Experience with channel and partner business models, reseller operations, or partner revenue management. Background in BI and data visualization tools such as Tableau, Power BI, or Looker. Hands-on experience with territory modeling, quota operations, capacity planning, and segmentation frameworks. Expertise in CRM administration, workflow automation, and enablement or productivity technologies. Familiarity with compensation planning, pricing governance, discount controls, and revenue performance management. We understand that no candidate is perfectly qualified for any job. Experience comes in different forms; many skills are transferable; and passion goes a long way. Even more important than your resume is a clear demonstration of dedication, impact, and the ability to thrive in a fluid and collaborative environment. We want you to learn new things in this role, and we encourage you to apply if your experience is close to what we’re looking for. We also know that diversity of background and thought makes for better problem solving and more creative thinking, which is why we're dedicated to adding new perspectives to the team. Benefits and Perks: Beyond a stellar work environment, friendly people, and inspiring work, we have some sweet benefits and perks: · Excellent healthcare package for you and your family · Savings and Investment – 401(k) match · Unlimited Paid Time Off · Paid Parental Leave · Online Legal Services (Rocket Lawyer) · Financial Planning Services (Origin) · Discounted Pet Insurance (Embrace Pet Insurance) · Corporate Benefit Program (Working Advantage). This benefit offers you exclusive travel and entertainment offers and special discounts that are not available to the general public · Health and Wellness Reimbursement Program · Travel Discounts · Educational Resources - Career & Personal Development Program · Employee Referral Bonus Program · We are a merit-based company - many opportunities to learn, excel and grow your career! 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