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

●     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

●     Salesforce Administrator certification or related systems certifications preferred

●     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