Manager, L2O Innovation

About the role

The Global Prospect to Cash Innovation team focuses on Customer 360 Insights. You will play a critical role in enabling Sales teams with actionable insights across the full customer lifecycle.

Responsibilities

• Serve as a Subject Matter Expert and trusted advisor on Contact Strategy and Customer Lifecycle Insights across pre- and post-sales motions
• Identify opportunities to better leverage customer and contact data to drive engagement, retention, and expansion
• Develop recommendations for both quick wins and long-term transformation initiatives grounded in data, AI-driven insights, and industry best practices
• Analyze customer lifecycle trends (lead → opportunity → customer → renewal/expansion) to identify gaps and opportunities
• Define and track KPIs across the full Customer 360 journey, supporting QBRs and executive reporting
• Evaluate seller interaction patterns with contacts and accounts to inform global standards and engagement strategies
• Partner with Enablement and Change Management teams to ensure sellers are equipped to act on insights effectively

Requirements

• 6+ years (Mgr) of experience in Sales Operations, Revenue Operations, Customer Success Operations, or similar roles focused on process and insights
• Strong understanding of the full customer journey, including sales, onboarding, retention, and expansion
• Proven ability to translate customer and contact data into actionable insights that improve seller performance and customer outcomes
• Experience bridging Sales and Customer Success processes to create seamless handoffs and lifecycle continuity
• Proficiency in developing process documentation, lifecycle frameworks, and playbooks that drive adoption and efficiency
• Experience working with global, cross-functional teams and influencing senior stakeholders
• Strong ability to identify patterns in customer behavior, engagement, and lifecycle performance
• Demonstrated success improving efficiency and effectiveness across customer-facing processes
• Ability to identify lifecycle gaps (e.g., poor handoffs, underutilized contacts) and implement scalable solutions
• Deep understanding of seller workflows and how to embed insights into their day-to-day activities

Qualifications

• Preferred Qualifications: Content Creation, Analytical Skills, Process Optimization, Problem-Solving, Seller Focus