GTM & CS Ops Engineer

At gaiia, we're building the leading platform for Communications Service Providers (CSPs) that truly care about their customers. Our core product is an operating system (OS) for telcos that manages billing, operations, automation and everything in between.

We're passionate about taking care of our people, and it's not just lip service. We want you to focus on your job while we care for everything else. We offer competitive pay and benefits, flexible vacations, attractive stock options, unparalleled transparency, and a 100% remote environment. We're excited to have you join us for your next career adventure!

Why This Role Exists:

Most companies split revenue systems work into two roles: a GTM Engineer who instruments and automates the front of the funnel and a CS Operations Engineer who does the same for everything after the customer says yes. Splitting them is usually how the seam gets created - gaiia doesn’t have that seam yet and this role exists to keep it that way. Instead of pipeline data living one way and customer data living another way, reconciled by hand where a deal closes, this person splits time between the GTM team (data, scoring, automations) and the CS team (handoffs, delivery, visibility) so both sides work off the same clean data and signals from day one. This isn’t a purely behind-the-scenes systems role - this person also carries some direct pipeline generation responsibility. Using the same signals and tools they build and maintain to directly influence pipeline build.

What You're Going to Do:

1. Go-to-Market Operations

• Support the design and upkeep of lead and account scoring models, incorporating new signals - intent, engagement, technographic, trigger events (funding, hiring, leadership changes, etc.) - as they become available.
• Track how scores correlate with actual outcomes (pipeline, win rates, cycle time) and flag when signals stop being predictive.
• Maintain and continuously audit data quality across systems and tools - catch drift, duplicates, and gaps before they break a report or handoff, not after. 
• Document the sales process, train against it, and follow through until it is actually adopted.
• Leverage signals to build micro-campaigns that directly correlate to pipeline generation. 
• Carry a direct pipeline generation target - use scoring models, enrichment and signals you build to directly influence pipeline generation.

2. Systems and Automation

• Build and refine automated enrichment flows so account and contact records stay complete without manual list-building. 
• Build and maintain lead routing, sequence triggers, task creation and stakeholder notifications across the GTM stack.
• Own the orchestration layer connecting HubSpot, Clay, Gong, and Amplemarket so records move and update automatically instead of being re-entered by hand between tools - including into the handoff records CS depends on. 
• Instrument the lifecycle so stage transitions, ownership changes, and milestones are captured as data rather than reconstructed later.
• Document how automations work so they stay maintainable and never depend on any one person.

3. Customer Success and Delivery Operations

• Define and enforce the handoff standard so CSMs and PMO inherit complete, structured context instead of chasing the AE.
• Build assignment and routing logic across lifecycle stages so no account sits unclaimed between teams.
• Stand up a working change order process so scope movement after signature gets recorded and priced rather than absorbed.
• Give PMO the capacity and resourcing view needed to plan staffing against pipeline instead of reacting.
• Surface adoption and delivery signals into account plans so CSMs see risk and expansion early rather than at renewal.

4. Reporting & Forecasting

• Build the forecasting mechanics needed to accurately predict achievement
• Build the models to drive future pipeline and revenue goals 
• Build the standard status and cycle time reporting that gives leadership visibility without a status meeting.
• Maintain the internal documentation layer so process knowledge lives in a system rather than in people's heads.
• Assist with compensation planning, models and payouts

Qualifications:

• 4+ years in revenue operations, sales operations, or a similar systems-facing GTM role, ideally within B2B SaaS.
• Hands-on CRM administration: workflows, custom properties, data model design, and reporting.
• Strong analytical skills - able to build the reporting view rather than request it.
• Proven ability to design a cross-team process, document it, get people to follow it and hold that standard with a sales team without becoming a blocker.
• Self-motivated and results-oriented, with strong judgment about what to fix or automate before being asked.
• Excellent communications skills, comfortable working with sales, CS, PMO and leadership teams as partners
• Hands on experience with Clay and Hubspot

Nice-to-have:

• Exposure to outbound engagement platforms (Amplemarket).
• Experience building a sales to post-sales handoff process from scratch at a company under 200 people.
• SQL or reporting fluency beyond dashboard configuration.
• Experience in telecom or OSS/BSS domains.

Benefits:

• Flexible 25-days of vacation.
• Stock Options Plan.
• Group Insurance.
• Flexible working hours & all-remote work.

We are an equal-opportunity employer committed to inclusivity and diversity. Our workplace is fully remote and boasts accessible technologies, ensuring all team members can thrive. Should you require accommodations due to a disability during the application process, please contact us at (418) 317-9497‬ or [email protected] as per the Accessible Canada Act and human rights legislation. We're here to support you every step of the way. #LI-DNI