| Location | CA |
About Upserve, Inc.
Upserve is a leading restaurant technology platform helping hospitality businesses run and grow their operations through integrated POS, payments, analytics, and customer engagement solutions. We empower restaurants with technology that improves operational efficiency, drives guest loyalty, and supports long-term business growth.
As we continue to scale, we are investing heavily in building a seamless customer lifecycle experience across Sales, Marketing, Onboarding, Customer Success, and Account Management.
Role Summary
Upserve is seeking a highly analytical and process-driven founding GTM engineer to help optimize and automate the systems and workflows that support the full customer journey.
This role will focus on designing scalable operational processes across lead management, onboarding, customer adoption, retention, renewals, and expansion. You will partner cross-functionally with Sales, Marketing, Customer Success, Revenue Operations, and Business Systems teams to improve lifecycle visibility, automation, and operational efficiency across our GTM tools.
The ideal candidate thrives at the intersection of process, systems, automation, and analytics - someone who enjoys solving operational bottlenecks and creating streamlined customer experiences through technology and workflow optimization.
Key Responsibilities
Customer Lifecycle Operations
Manage operational workflows across the full customer lifecycle:
Lead management
Opportunity handoffs
Customer onboarding
Product adoption
Renewals and expansion
Partner with Marketing and Sales leadership to improve conversion across inbound, outbound and partner channels.
Partner with Customer Success leadership to improve onboarding efficiency, customer engagement, and retention processes
Help standardize lifecycle stages, customer statuses, and operational definitions across teams
Workflow Automation
Design, build, and optimize automation workflows across GTM tooling including marketing, sales and CS tooling.
Improve lead routing, customer assignment, task automation, and renewal management processes.
Identify manual operational inefficiencies and implement scalable automation solutions
Support system enhancements and process improvements that reduce friction across GTM teams
Data Integrity & Reporting
Maintain data hygiene and consistency across customer lifecycle systems
Support various initiatives related to building and maintaining dashboards and reporting related to:
Funnel conversion
Onboarding velocity
Product adoption
Retention and churn
Expansion opportunities
Partner with RevOps leadership to improve visibility into customer health and lifecycle performance metrics
Track and report on KPIs including SLA adherence, speed-to-lead, and process adoption.
Systems & Cross-Functional Collaboration
Prioritize and manage the intake process for operational requests.
Develop and maintain documentation, SOPs, and user training programs.
Collaborate with GTM Systems, Marketing Operations, Sales Operations, and Customer Success teams to improve system alignment and integrations
Support CRM administration and customer success platform configuration as needed
Translate business requirements into operational workflows and scalable process improvements
Assist with testing, implementation, documentation, and training for new GTM processes and tools
Required Qualifications
3-5 years of experience in Revenue Operations, Customer Success Operations, Sales Operations, Marketing Operations, or related operational roles
Experience supporting customer lifecycle operations in a SaaS or technology company
Hands-on experience with CRM and automation platforms such as:
Salesforce, Cometly, Default, Attention, Lemlist, Unify, Amplemarket, Planhat, Champion, or similar CS tooling
Salesforce Administrator certification or related systems certifications preferred
Experience with AI tooling such as Claude, ChatGPT, Perplexity etc
Strong understanding of customer lifecycle metrics and operational workflows
Experience building process automations and workflow logic
Strong analytical skills with the ability to interpret operational and customer data
Excellent project management and cross-functional communication skills
Preferred Qualifications
Experience in restaurant technology, hospitality tech, SaaS, or fintech environments
Familiarity with reporting tools and BI platforms
Experience with SQL, APIs is a plus
Experience working in high-growth or scaling GTM organizations
First 90 Days: Success Outcome
Faster and more seamless customer onboarding experiences
Increased automation and reduced manual operational work
Improved customer lifecycle visibility and reporting accuracy
Better alignment across Sales, Marketing, and Customer Success teams
Stronger customer retention and expansion operational support
Scalable processes that support company growth