Senior Manager, GTM Strategy & Ops

As Senior Manager, Commercial & Customer Operations at Mews, you will own the strategy and operational backbone that enables us to win, onboard, retain, and expand new and existing customers s role unifies Strategy & Ops for commercial performance (new business, cross-sell) and post-sale (deployment, customer success, upsell and support), under a single operating model, ensuring consistency in target setting, customer journey, and rep execution across the full customer lifecycle.

You will partner closely with Commercial and Customer Success leadership, FP&A, GTM Systems, and GTM Analytics to ensure strategy and decisions are grounded in bottoms up target setting that reflects the boots on the ground reality while building a robust forecasting cadence to ensure repeatability quarter to quarter. Your remit spans across target setting and revenue performance, commercial and CS policy, customer journey design, and team leadership.

This role reports to the Global Head of Revenue Operations and Strategy and manages a combined Commercial and CS Strategy & Operations team.

* Preferred location:
New York, but we will also consider candidates located in any of the other eligible states.

* To be eligible for this position, you must be based in one of the following US states:
Florida, Georgia, Massachusetts, New Jersey, New York, North Carolina, Ohio, South Carolina, Vermont, Virginia.

Your mission, should you choose to accept it:

GTM Strategy, Targets, Forecasting and Bottoms Up Model

* Own the bottoms-up GTM revenue and capacity models across:

* Regions and segments

* New business, renewals, and expansion

* Product lines (SaaS + Payments)

* Define, analyze and continuously refine:

* Pipeline coverage expectations

* Productivity and ramp assumptions

* Attach-rate targets

* Time-to-payments assumptions

* Act as the single point of accountability for GTM financial targets, including explaining tradeoffs, risks, and sensitivities to leadership. Executional modeling may be delegated but accountability stays here

* Establish tight operating rhythms with Sales, CS, MKT and FP&A to review assumptions, leading indicators, and risks.

Driving Insights and Intra-Quarter and Year Decision-Making

* Continuously compare actuals against GTM financial targets and provide the Commercial and Customer Success teams with actionable insights to inform intra-month, quarter and year decision, allowing the team to make quick pivots

* Leading the development of data-driven processes, including target account selection and ICP (Ideal Customer Profile) identification for individual product lines, to refine our approach to upsells

* Collaborating with the GTM Analytics to ensure reporting frameworks are robust, widely used, and continuously evolving to meet business needs

Commercial & CS Policy Ownership

Own the business logic (not tooling) for the following areas across Commercial and CS:

* Territories & Segmentation:
Define segmentation logic, territory design principles, and coverage philosophy.

* Pipeline Coverage & Forecasting Logic:
Set coverage formulas, forecast definitions (e.g. commit), and expectations for forecast accuracy. Own forecast accuracy across new business, cross-sell, upsell, and renewals driving continuous improvement in assumptions and methodology

* Compensation Strategy:
Define comp philosophy, incentive mechanics, and target alignment for both Commercial and CS

* Customer Hierarchies & Credit Logic:
Define how chains, groups, and parents roll up commercially and within CS.

* Renewals & Expansion Rules:
Define renewal mechanics, uplift logic, churn categorization, and expansion definitions.

* CS Motions & Workflows (Strategy Layer):
Define CS motions, renewal steps, and success criteria (health logic, timing, ownership), in partnership with CS leadership.

* Product packages & SKUs:
Work with the pricing and packaging team to define what we sell and how products are bundled

Customer Journey Ownership (Post-Sale)

* Co-own the end-to-end post-sale customer journey, partnering with Deployment, Customer Success, Support, and Business Systems.

* Design and implement scalable processes that reduce time-to-payments, improve retention, and unlock expansion.

* Continuously iterate on the customer journey, finding pain points in how customers interact with Mews and how Mews reps bring customers from lead to signed to activated and payments generating

Leadership & Stakeholder Management

* Lead and develop a high-performing Strategy and Ops team, fostering a culture of ownership, curiosity, and continuous improvement

* Act as a trusted strategic partner to Commercial and Customer Success leadership, influencing decisions across goal setting, capacity, process and territory design and overall GTM strategy

* Align cross-functional priorities across Revenue Operations, Finance, and Systems to deliver outcomes.

️ You'll be a great fit if you bring a few of the below with you:

* 5+ years in Sales Ops, CS Ops, Commercial Ops, or Revenue Ops in a SaaS business, ideally…