Manager, L2O Innovation

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Overview of Role

As part of the Global Prospect to Cash Innovation team focused 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.

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

Preferred Qualifications

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

Posting Statement

Salesforce is an equal‑opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. Merit, competence, and qualifications, without regard to protected characteristics, will be the basis for assessments, hiring, job assignment, compensation, promotion, benefits, training, performance evaluation, and related decisions. For Ontario‑based roles, the base salary hiring range for this position is CAD 107,200 to CAD 147,400 annually. This posting is to fill a vacancy on our team, unless otherwise noted.