Manager, L2O Innovation at Salesforce in Toronto, Ontario, Canada

Manager, L2O Innovation Location: Canada - Toronto To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Operations Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. Overview of Role: As the Global Prospect to Cash Innovation team focuses on Customer 360 Insights, you will play a critical role in enabling Sales teams with actionable insights across the full customer lifecycle—from additional integrated contact data through post-sales engagement. You will drive process and technology innovation that empowers sellers to better understand, engage, and grow customer relationships. Partnering closely with Sales Leadership, Marketing, Customer Success, and Post-Sales teams, you will align processes and insights to maximize customer value, retention, and expansion. This role blends strategy, analytics, and execution to enhance how sellers leverage contact data, customer signals, and lifecycle insights to drive better outcomes. If you have experience in Sales Strategy, Revenue Operations, Customer Success Operations, or Sales Process Innovation—and enjoy working across stakeholders to transform how teams engage customers—we invite you to join our team. Responsibilities: Customer 360 Insights & Innovation: Serve as a Subject Matter Expert and trusted advisor on Contact Strategy and Customer Lifecycle Insights across pre- and post-sales motions Identify opportunities to better leverage customer and contact data to drive engagement, retention, and expansion Develop recommendations for both quick wins and long-term transformation initiatives grounded in data, AI-driven insights, and industry best practices Analyze customer lifecycle trends (lead → opportunity → customer → renewal/expansion) to identify gaps and opportunities Define and track KPIs across the full Customer 360 journey, supporting QBRs and executive reporting Evaluate seller interaction patterns with contacts and accounts to inform global standards and engagement strategies Partner with Enablement and Change Management teams to ensure sellers are equipped to act on insights effectively Subject Matter Expertise & Execution: Consult on and execute against the roadmap for Customer 360 insights and lifecycle optimization initiatives Translate business needs into requirements for data, tooling, analytics & agents that enhance seller decision-making Partner with Business and Technology teams to design and deliver scalable solutions that unify customer data and insights Provide visibility into risks, dependencies, and progress for key lifecycle and insights initiatives Advocate for seller and customer needs in enterprise-wide programs, ensuring solutions improve real-world usability and outcomes Drive alignment between pre-sales and post-sales processes to ensure a seamless customer experience Build and maintain process maps, requirements, prototypes standards, and frameworks that enable a unified Customer 360 view for CRM, Slack & Agentic interfaces Run pilots and experimentation with Agents to generate real-time feedback from Sellers Preferred Qualifications: 6+ years (Mgr) of experience in Sales Operations, Revenue Operations, Customer Success Operations, or similar roles focused on process and insights Customer Lifecycle Expertise: Strong understanding of the full customer journey, including sales, onboarding, retention, and expansion Data & Insights Orientation: Proven ability to translate customer and contact data into actionable insights that improve seller performance and customer outcomes Sales & Post-Sales Alignment: Experience bridging Sales and Customer Success processes to create seamless handoffs and lifecycle continuity Content Creation: Proficiency in developing process documentation, lifecycle frameworks, and playbooks that drive adoption and efficiency Stakeholder Alignment: Experience working with global, cross-functional teams and influencing senior stakeholders Analytical Skills: Strong ability to identify patterns in customer behavior, engagement, and lifecycle performance Process Optimization: Demonstrated success improving efficiency and effectiveness across customer-facing processes Problem-Solving: Ability to identify lifecycle gaps (e.g., poor handoffs, underutilized contacts) and implement scalable solutions Seller Focus: Deep understanding of seller workflows and how to embed insights into their day-to-day activities Unleash Your Potential When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance andbe your best, and our AI agents accelerate your impact so you cando your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world. Accommodations If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form. Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options. Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education. At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. For Ontario-based roles, the base salary hiring range for this position is CAD 107,200 to CAD 147,400 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable. This posting is to fill a vacancy on our team, unless otherwise noted.