Head of Revenue Operations

About the Opportunity

Panoptyc is at $7.5M ARR and growing more than 30% year over year. We’re expanding verticals, scaling our enterprise accounts, and building the leadership team that takes us to $50M. This role is the connective tissue between our go-to-market teams and the data and systems that make them work.

The Head of Revenue Operations owns everything between the top of the funnel and the check clearing — customer success, support, marketing, and the RevOps function itself. You are not a support function. You are the operational engine that makes revenue predictable and helps it grow.

You will work hand-in-hand with our Senior Director of Sales, who owns the direct sales motion. That means tight alignment on pipeline, handoffs, expansion strategy, and the systems that support all of it. The two of you are peers — together you own the full revenue picture.

This role is open to candidates based outside the US — LatAm, Israel, and Europe are all strong fits. You will manage a distributed team that spans US and offshore, so experience leading across time zones is a requirement, not a checkbox.

We’re looking for someone who has built these systems before, is comfortable owning a P&L-adjacent function, and wants to do the most important work of their career at a company that is actively shaping the future of unattended retail.

What You’ll Own

Customer Success

• Own GRR and NRR as your north star metrics — these are your scoreboard

• Oversee the full CS function including enterprise accounts, dining vertical, mid-market, and pilots

• Write whitepapers for our customers and their customers — you understand this industry well enough to produce content that educates, not just markets

• Understand how restitution and other pivotal end-user actions drive our customers’ ROI — and make sure that story is told clearly in every account

• Drive retention playbooks, renewal processes, and expansion pipeline in tight coordination with sales

• Improve our health scoring and early warning systems so we see churn coming before it happens

• Run monthly client meetings that move accounts forward — the goal is expansion, and expansion that earns referrals

Support

• Own SLA performance, CSAT, and ticket resolution metrics across the support team

• Drive the transition from reactive support to proactive — reducing ticket volume through better onboarding and documentation

• Ensure support and success are tightly coordinated so at-risk accounts get the right attention fast

Marketing

• Own the marketing function and hold it accountable to pipeline contribution, not just activity metrics

• Develop messaging and positioning tailored to our enterprise audience — what resonates with a Lowe’s or Aramark buyer is not a generic SaaS pitch

• Develop case studies, vertical content, and sales enablement materials that give the revenue team real weapons

• Track what drives qualified pipeline and cut what doesn’t — demand gen should be a science, not a guess

• Coordinate NAMA and other key tradeshows — own the planning, presence, and follow-through

Revenue Operations

• Own HubSpot — data quality, pipeline hygiene, reporting infrastructure, and user adoption across the revenue org

• Build dashboards that give leadership a real-time view into pipeline health, retention risk, and expansion opportunity

• Partner tightly with the Senior Director of Sales and the broader sales team on forecasting, territory planning, and handoff process — you need to be in lockstep

• Design and document the processes, handoffs, and playbooks that let us scale without breaking

• Manage a distributed team across US and offshore time zones — you are comfortable running an async-first operation when needed

• Lead our systems evaluation — we are mid-migration on financial infrastructure and need someone who can think about the full stack

• Partner with Finance on forecasting — your retention and expansion data feeds the revenue model

What We’re Looking For

Experience & Background

• 5+ years across RevOps, customer success leadership, or GTM operations — ideally with time in more than one of these functions

• Has managed customer-facing teams before — this is not a pure analytics or systems role

• Experience managing distributed teams across time zones — US + offshore — is required, not preferred

• Experience in B2B SaaS, ideally with both enterprise and mid-market motion

• Has built or rebuilt a RevOps function — not just managed within one

• Comfortable presenting to a board and running QBRs with enterprise customers in the same week

The Things That Matter Most

• You think in systems. You see how CS, support, marketing, and ops connect and you build accordingly

• You are metrics-first. You know GRR, NRR, CAC, LTV, pipeline coverage, and time-to-value — and you use them to make decisions, not just to report

• You are a builder. We do not have perfect systems. You will inherit work in progress and make it better

• You can hire and develop people. The team you inherit is good. Your job is to make them great

• You have an ownership mentality. If revenue retention is soft, that is your problem to solve — not someone else’s to escalate to

Technical Skills

• Deep HubSpot proficiency — this is our CRM and you need to own it, not just use it

• Comfortable with BI and data visualization tools (Looker, Tableau, or equivalent)

• Strong Excel/Sheets modeling ability — you should be able to build a retention cohort model from scratch

• Familiarity with CS platforms (Gainsight, ChurnZero, or similar) a strong plus

• Experience evaluating or implementing ERP/financial systems a plus (NetSuite)

• Comfort operating async across time zones — strong written communication is non-negotiable in a distributed environment

You’re the Right Person If

• You get frustrated when teams are misaligned and you actually fix it rather than work around it

• You have walked into a company with messy data, fragmented processes, and unclear ownership — and you cleaned it up

• You want to be at the table when strategic decisions are made, not handed the output after the fact

• You are comfortable with the ambiguity of a startup and energized by what that means — not anxious about what hasn’t been built yet

• You want to build something. Not optimize a machine someone else built. Build.

How We’ll Measure Success

Area

What Good Looks Like

Retention

GRR >90%, NRR >105% within 12 months of full ownership

Support

CSAT >4.5, first response time within SLA >95% of the time

Marketing

Marketing-sourced pipeline contribution clearly measured and growing quarter over quarter

Operations

Clean data, trusted dashboards, forecast accuracy within ±5%

Team

Retention of key CS and support talent, measurable improvement in team health scores

First 90 Days

Month 1 — Learn

• Audit what we have: data quality, team structure, processes, tooling, customer health

• Get in front of our top 10 accounts — understand the relationship from the customer’s perspective, not just internal notes

• Establish relationships with Finance, Product, LP, and the sales team — you will work with all of them constantly

• Identify the two or three things that are most broken and need to move first

Month 2 — Stabilize

• Fix the most acute retention risks — identify at-risk accounts and get ahead of them

• Stand up a reporting cadence that leadership actually trusts

• Get marketing accountability in place — what is it doing and is it working

• Begin building the processes and documentation that do not currently exist

Month 3 — Drive

• Own the monthly business review for your functions end-to-end

• Present a 12-month retention and expansion roadmap to leadership

• Have a clear view on headcount needs and make the case for any gaps

• Be the person in the room shaping strategy, not receiving it

How We Operate — EOS

We run on EOS — the Entrepreneurial Operating System — and we take it seriously. This is not a cultural decoration. It’s how we make decisions, run meetings, set priorities, and hold each other accountable.

What that means for you:

• We run weekly L10s — structured, 90-minute meetings with a fixed agenda. You will own L10s for your team and participate in the leadership-level L10 every week

• We set Rocks every quarter — 3–5 priorities that are specific, measurable, and matter. Your Rocks will be visible to the whole leadership team

• We use the IDS (Identify, Discuss, Solve) framework to work through issues — you will be expected to bring problems with proposed solutions, not just problem statements

• We track a Scorecard of weekly leading indicators — you will own the metrics for your functions and be accountable to them every week, not just at quarter-end

• We build against a V/TO (Vision/Traction Organizer) — every priority you set should connect to where the company is going in 3 years and 1 year

If you haven’t worked in an EOS company, that’s fine — but you need to be willing to learn it, live it, and eventually champion it across your team.

Our Core Values — HOUSE

Every person we hire is evaluated against our core values. This isn’t a box-checking exercise. These are the behaviors we promote, recognize, and yes — part ways over when they’re missing.

Honest

Speak the truth. Be direct and opinionated, even when it’s uncomfortable. We don’t do politics or spin — internally or externally.

Obsessive

Care intensely about our customers, our product, and our mission. Good enough is not a standard we accept.

Urgent

Move fast, prioritize well, and bias toward action. We are a startup competing against companies ten times our size. Speed is a weapon.

Systematic

Think analytically and build scalable solutions. Don’t solve the same problem twice. Document, systematize, repeat.

Excellence

Pursue quality in everything you do. Execute with precision. Exceed expectations — for customers, for your team, for the company.

In this role specifically: Honest shows up in how you report metrics — you don’t spin a bad retention number, you explain it and fix it. Obsessive shows up in how you know your accounts. Urgent shows up in how you run your team. Systematic shows up in every process you build. Excellence shows up in every board deck, every QBR, every hire you make.

Why Panoptyc

• We are at $7.5M ARR and on a growth trajectory that makes this one of the most consequential operational roles in the company — what you build here sticks

• AI-powered video analytics for unattended retail and corporate dining is a category being defined right now — you would be doing this work at the right moment

• Direct access to a hands-on executive team that wants a true partner in this role — not someone to manage deliverables

• Meaningful equity participation through our ESOP — we are building this for the long term and want you to own a piece of it

• The chance to build. The infrastructure, the team, and the playbooks are works in progress. If you want to inherit a finished machine, this is not the right fit. If you want to build one, it is.

Compensation & Benefits

Competitive base salary plus commission/bonus. Flexible remote work environment.