Director, Sales Operation
Job Description
Candescent is a forward-thinking technology company transforming how financial institutions deliver Intelligent Banking experiences. We unite digital banking, account opening, and branch solutions that power and connect digital banking, account opening, and branch solutions—creating seamless engagement across digital, remote, and in-person channels.
Our Experience-Led, Intelligence-Driven approach combines human-centered design with data, automation, and cloud-based innovation. Built on an API-first architecture, our extensible ecosystem enables institutions to adapt quickly, integrate easily, and unlock new opportunities for growth—turning every customer interaction into a moment of clarity, confidence, and connection.
Key Responsibilities
Renewals, Retention & Expansion
- Own the end-to-end renewals operating model, including process design, timelines, ownership, escalation paths, and systems
- Develop and operationalize retention strategies to improve Gross and Net Revenue Retention (GRR/NRR), reduce churn, and drive expansion
- Implement account health scoring and early-warning indicators to proactively identify and mitigate renewal risk
- Partner with Sales and Customer Success on renewal playbooks, segmentation, pricing/uplift strategies, and incentive alignment
- Establish disciplined renewal forecasting with clear pipeline visibility by segment, cohort, and stage
Sales Planning & Strategy
- Lead annual and quarterly sales planning, including headcount modeling, territory design, and quota setting
- Build equitable, scalable territory and quota models aligned to growth and profitability goals
- Drive alignment across Sales, Finance, and Executive Leadership on planning and forecasting assumptions
Performance Management & Analytics
- Design and oversee KPI frameworks across the full funnel and renewal lifecycle (pipeline, conversion, attainment, productivity, renewal rate, churn, GRR, NRR)
- Monitor leading and lagging indicators; surface trends, risks, and opportunities to senior leadership
- Translate complex data into actionable insights that drive performance improvement
Forecasting & Executive Insights
- Consolidate data and analyze trends to support accurate new-business and renewals forecasting
- Partner with revenue leaders to diagnose performance drivers and develop data-backed action plans
- Deliver recurring reporting for executive and board-level reviews
Process Optimization & Enablement
- Identify and implement process improvements to reduce friction and increase sales efficiency
- Standardize best practices in sales methodology, pipeline management, and performance tracking
- Act as a strategic advisor to sales leadership on operational readiness, incentives, and scale
Team Leadership
- Lead, develop, and scale a high-performing Sales Operations team
- Foster a culture of data literacy, accountability, and continuous improvement
- Mentor team members and support career development
Qualifications
- 10+ years of experience in Sales Operations, Revenue Operations, or Business Operations within a B2B environment
- 3+ years of people leadership experience
- Proven ownership of a renewals and retention motion with measurable impact on GRR/NRR
- Strong background in territory and quota planning, forecasting, and performance management
- Excellent analytical, problem-solving, and project management skills
- Executive-level communication and stakeholder management capabilities
- Bachelor’s degree in Business, Finance, Economics, or work experience
- Deep understanding of B2B and FinTech sales models
- Experience supporting both direct and indirect sales motions
- Strong business acumen with a data-first mindset
- Comfortable operating in a high-growth, fast-paced, and ambiguous environment
Statement to Third Party Agencies
To ALL recruitment agencies: Candescent only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, Candescent employees, or any Candescent facility. Candescent is not responsible for any fees or charges associated with unsolicited resumes.