Position SummaryThe Business Process Lead, L2Q & Customer Lifecycle owns the end-to-end design of the business processes that carry a customer from product concept through signed order, onboarding, expansion, and renewal. This role is the connective tissue between GTM and Sales leadership and the technology teams that build supporting systems, and is accountable for the detailed, multi-level capability decomposition underlying this value stream, which spans product, marketing, sales, revenue operations, and customer success stakeholder groups.
Importantly, this role owns the business capabilities in this value stream - their definition, design, decomposition, and governance - in close partnership with the business teams that operate the underlying functions day to day. It does not own those functions themselves; success depends on heavy partnership with business and technology leads rather than on direct authority. This is a hands-on, individual-contributor role: the person hired personally facilitates working sessions, maps current and future processes, writes system requirements, and stays engaged through delivery and adoption rather than handing off after initial discovery. It also sits within a newly created function, where the operating model, engagement approach, and shared standards are still being defined - the person hired will materially shape how the practice works rather than step into an established playbook. The breadth of this stream requires strong prioritization judgment and the ability to work credibly across several distinct stakeholder communities.
Key Responsibilities - 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, and using standards shared across the Business Process Lead team.
- Facilitate structured working sessions with GTM, Sales, Marketing, and Product stakeholders to document how processes work today and design how they should work going forward, producing process maps, documented decisions, and requirements a technical team can act on without extensive follow-up.
- 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 ensuring lessons learned in day-to-day operations are reflected back into documentation and forward-looking design work.
- Own change management, enablement, and adoption for process changes in this value stream - stakeholder impact assessment, readiness planning, training materials, and post-launch verification that new processes are being used as intended - and define and report the process performance metrics that show whether they are working.
- Hold and maintain documented agreements at shared boundaries with peer Business Process Leads, so handoffs between value streams are explicitly agreed rather than assumed.
- 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, not simply documenting the systems that enforce it.
- Own the capability design for new product introduction and SKU governance, and for the commercial customer lifecycle that follows a signed order - onboarding, adoption, technical account management, renewals, expansion, and churn - partnering with Product, GTM, and Customer Success, who run those motions.
Required Qualifications - 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. Candidates whose experience is limited to system configuration or documentation without direct involvement in the business decisions behind a process are not a fit for this role.
- 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, along with strong documentation habits - process maps, written requirements, and decision logs that a technical team can pick up without extensive follow-up clarification.
Preferred Qualifications - 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.
