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.

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. The role strengthens 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.

• 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.
• 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.
• 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.
• 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 booking of business, retention risk, renewal readiness, and expansion opportunity management.
• 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.
• Deliver accurate, timely dashboards, executive reporting, and actionable insights across sales performance, customer retention, forecast risk, conversion…