Business Process Lead, Lead-to-Quote (L2Q) & Customer Lifecycle

Overview

Own the end-to-end design of the business processes that carry a customer from product concept through signed order, onboarding, expansion, and renewal, working in partnership with GTM Strategy, Revenue Operations, Marketing, Customer Success, Product and technology teams. This is a hands-on individual-contributor role within a newly created function.

What you'll do

• Own and continuously maintain a detailed (L2/L3) decomposition of every business capability across Idea to Launch, Campaign to Lead, Plan to Goal, Lead to Opportunity, and Quote to Subscription, keeping documentation accurate as the operating model and systems landscape evolve.
• Facilitate structured working sessions with GTM, Revenue Operations, Marketing, Customer Success and Product stakeholders.
• Translate future-state process designs into system requirements, partner with Product Owners and Engineering Leads through design, build, and testing, and confirm that what gets delivered reflects the intended process design.
• Support two parallel delivery tracks (current, in-production systems and the next-generation platform build), correctly identifying which track an incoming request belongs to, and reflect lessons learned back into documentation and forward-looking design work.
• Own change management, enablement, and adoption for process changes in this value stream, including stakeholder impact assessment, readiness planning, training materials, and post-launch verification; define and report process performance metrics.
• Hold and maintain documented agreements at shared boundaries with peer Business Process Leads so handoffs between value streams are explicitly agreed.
• Own the capability design and process governance for pricing and packaging, deal desk, discount policy and approval, margin guidelines, and CPQ, partnering with the business owners of those functions to shape the underlying policy.
• Own the capability design for new product introduction and SKU governance, and for the commercial customer lifecycle following a signed order (onboarding, adoption, technical account management, renewals, expansion, and churn), partnering with Product, GTM, and Customer Success.

What you'll need

• Hands-on ownership of commercial process design within a go-to-market organization (quote-to-order, deal governance, or the renewal motion), including direct involvement in the underlying policy decisions, not simply documentation or configuration of a process someone else designed.
• 7+ years of experience in business process design, business architecture, revenue operations, or sales operations.
• Demonstrated experience decomposing business capabilities into detailed, multi-level structures, or equivalent structured value stream or process mapping work.
• Strong facilitation skills with cross-functional business stakeholders, including direct experience working with vice president-level leadership in a sales organization, and the ability to hold a position in a commercial trade-off discussion rather than only routing exceptions upward for a decision.
• Experience translating business process requirements into system requirements or work items a technical delivery team can act on directly, with strong documentation habits (process maps, written requirements, and decision logs).

Nice to have

• Experience with pricing, packaging, discount governance, or CPQ process design specifically within a subscription or SaaS business.
• Deal desk or sales operations experience, including designing exception and approval workflows.
• Experience with renewal or customer success operations, including identifying at-risk accounts well ahead of their renewal date.
• Experience with new product introduction, SKU and bundle governance, or contract lifecycle management tooling and legal operations partnership.
• Experience with partner or channel program operations, including management of partner marketing development funds, and territory or quota planning process design.
• Familiarity with structured change management methodologies (ADKAR, Prosci, or similar) and prioritization frameworks (WSJF, RICE, or similar).
• Experience with Salesforce Sales Cloud and Revenue Cloud (including CPQ/RCA functionality), marketing automation platforms such as Marketo, and lead routing or enrichment tooling.

Details

• Location: United States - Remote.