Manager, L2O Innovation

Salesforce•Toronto, ON

6d•$107,200 - $147,400

About The Position

As 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—from additional integrated contact data through post-sales engagement. You will drive process and technology innovation that empowers sellers to better understand, engage, and grow customer relationships. Partnering closely with Sales Leadership, Marketing, Customer Success, and Post-Sales teams, you will align processes and insights to maximize customer value, retention, and expansion. This role blends strategy, analytics, and execution to enhance how sellers leverage contact data, customer signals, and lifecycle insights to drive better outcomes. If you have experience in Sales Strategy, Revenue Operations, Customer Success Operations, or Sales Process Innovation—and enjoy working across stakeholders to transform how teams engage customers—we invite you to join our team.

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

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
Consult on and execute against the roadmap for Customer 360 insights and lifecycle optimization initiatives
Translate business needs into requirements for data, tooling, analytics & agents that enhance seller decision-making
Partner with Business and Technology teams to design and deliver scalable solutions that unify customer data and insights
Provide visibility into risks, dependencies, and progress for key lifecycle and insights initiatives
Advocate for seller and customer needs in enterprise-wide programs, ensuring solutions improve real-world usability and outcomes
Drive alignment between pre-sales and post-sales processes to ensure a seamless customer experience
Build and maintain process maps, requirements, prototypes standards, and frameworks that enable a unified Customer 360 view for CRM, Slack & Agentic interfaces
Run pilots and experimentation with Agents to generate real-time feedback from Sellers