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Gaiia is building an operating system for Communications Service Providers (CSPs), managing billing, operations, and automation. This role bridges go-to-market and customer success operations, eliminating the traditional seam between GTM and CS teams by maintaining unified data and signals across the entire customer lifecycle.
You will split time between the GTM team (data, scoring, automations) and the CS team (handoffs, delivery, visibility), ensuring both sides work from the same clean data. This is not purely a behind-the-scenes systems role—you will also carry direct pipeline generation responsibility, using the signals and tools you build to influence pipeline creation.
**Go-to-Market Operations:**
Design and maintain lead and account scoring models incorporating intent, engagement, technographic, and trigger event signals. Track how scores correlate with actual outcomes (pipeline, win rates, cycle time) and flag when signals lose predictive power. Continuously audit data quality across systems to catch drift, duplicates, and gaps before they break reports or handoffs. Document the sales process, train teams on it, and ensure adoption. Build micro-campaigns leveraging signals to directly correlate with pipeline generation. Carry a direct pipeline generation target using scoring models and enrichment tools you build.
**Systems and Automation:**
Build and refine automated enrichment flows to keep account and contact records complete without manual list-building. Build and maintain lead routing, sequence triggers, task creation, and stakeholder notifications across the GTM stack. Own the orchestration layer connecting HubSpot, Clay, Gong, and Amplemarket so records move and update automatically between tools, including handoff records CS depends on. Instrument the lifecycle so stage transitions, ownership changes, and milestones are captured as data. Document automations to ensure they remain maintainable and never depend on a single person.
**Customer Success and Delivery Operations:**
Define and enforce handoff standards so CSMs and PMO inherit complete, structured context. Build assignment and routing logic across lifecycle stages to prevent accounts from sitting unclaimed between teams. Stand up a change order process so scope movement after signature gets recorded and priced rather than absorbed. Give PMO the capacity and resourcing visibility needed to plan staffing against pipeline. Surface adoption and delivery signals into account plans so CSMs see risk and expansion early.
**Reporting & Forecasting:**
Build forecasting mechanics to accurately predict achievement. Build models to drive future pipeline and revenue goals. Create standard status and cycle time reporting that gives leadership visibility without status meetings. Maintain the internal documentation layer so process knowledge lives in systems rather than people's heads. Assist with compensation planning, models, and payouts.
**Requirements:**
- 4+ years in revenue operations, sales operations, or similar systems-facing GTM role, ideally within B2B SaaS
- Hands-on CRM administration: workflows, custom properties, data model design, and reporting
- Strong analytical skills—able to build reporting views rather than request them
- Proven ability to design cross-team processes, document them, get adoption, and maintain standards with sales teams without becoming a blocker
- Self-motivated and results-oriented with strong judgment about what to fix or automate
- Excellent communication skills, comfortable working with sales, CS, PMO, and leadership teams
- Hands-on experience with Clay and HubSpot
**Nice-to-have:**
- Exposure to outbound engagement platforms (Amplemarket)
- Experience building a sales-to-post-sales handoff process from scratch at companies under 200 people
- SQL or reporting fluency beyond dashboard configuration
- Experience in telecom or OSS/BSS domains
