Vice President, Customer and Revenue Operations

Crunchtime

19h•$207,000 - $264,000

About The Position

Global restaurant brands run their operation on the Crunchtime platform. Delivering a consistent guest experience across every location and managing food and labor costs are at the core of how Crunchtime’s software is used today in over 150,000 locations across 100+ countries by the world’s top restaurant and foodservice operators. Customers including Chipotle, Culver’s, Domino’s, Dunkin’, Five Guys and P.F. Chang’s rely on our top-ranked platform which now includes Zenput to manage inventory, staff scheduling, learning and development, food safety, operational tasks and audits. Crunchtime is used by 100,000+ restaurants and end users in 100+ countries, including some of the world’s most recognizable restaurant brands. About the Role: We are looking for a VP, Revenue & Customer Operations to architect and lead the operational engine that powers our entire customer lifecycle from first touch through implementation, adoption, renewal, and expansion. Reporting to the Chief Customer Officer (CCO), this is a high-impact executive role with end-to-end responsibility for revenue operations across Sales, Professional Services, Customer Success, and Customer Support. You will be the strategic partner to our go-to-market and customer leaders, building the systems, processes, data, and insights that enable customer-facing teams to scale efficiently and deliver outstanding outcomes. You’ll own the GTM and CX tech stack, the revenue data model, our planning and forecasting processes, and the programs that drive productivity, retention, and expansion across the business. This is a builder’s role. You’ll inherit a function with strong fundamentals and a clear mandate to unify what have historically been siloed ops teams into a single, cohesive RevOps organization that supports the full customer journey, not just the top of the funnel.

Requirements

8+ years of experience in Revenue Operations, Sales Operations, or Business Operations in a high-growth B2B SaaS environment.
5+ years leading and scaling ops teams, including managing managers and building new functions from the ground up.
Proven track record of scaling operations with 100M+ ARR companies
Senior-level command of SaaS metrics (ARR, NRR, Churn, Unit Economics) and forecast modeling.
Deep experience with Salesforce and the broader RevOps ecosystem.
Exceptional leadership skills with the ability to influence cross-functional executives and lead through change.
Prolonged periods of sitting, typing, and working at a computer.
Ability to listen and speak over the phone or Zoom calls.
High level of mental concentration and focus.

Responsibilities

Serve as a trusted strategic advisor to the CCO and leaders of Sales, Customer Success, Professional Services, and Customer Support.
Break down operational silos to create a seamless, end-to-end customer journey and lead-to-renewals revenue engine.
Lead, mentor, and grow a high-performing RevOps team, including systems administrators, operations, analysts, and GTM functions.
Build and manage a rigorous forecasting process for new business, renewals, expansion, and professional services revenue.
Define and track key business outcomes and KPIs (CAC, LTV, NRR, GRR, Time-to-Value) to provide leadership with actionable insights.
Partner with Sales, CX, and People leadership to define incentive and compensation plans that align with OKR business-level outcomes.
Design and optimize core business processes, including sales-to-services handoffs and proactive churn mitigation programs.
Develop and administer incentive compensation plans that align behavior across all customer-facing teams with company-wide revenue goals.
Partner with Enablement to decrease time-to-productivity for new hires across the GTM organization.
Act as the executive owner of the GTM tech stack (Salesforce, Gong, Catalyst, etc.), ensuring maximum ROI and integration.
Drive data integrity and establish a single source of truth for revenue and customer health data.
Partner with Sales, CS, and Enablement to define a systems AI strategy to incorporate into GTM systems, ownership, and long-term GTM adoption.