Sales Enablement and Operations Lead

Black.ai; United States; Hybrid; USD 120,000 - 180,000; Full time

Job summary

Lorikeet is redefining how customer support teams operate, building AI-enabled enablement for GTM that drives faster ramp and better outcomes. This role sits at the center of Sales, Marketing, Product and our Forward Deployed team to design onboarding, playbooks, messaging, and coaching that scale with a growing team.

You’ll own onboarding and training for all GTM hires, build a strong sales playbook, and ensure the CRM remains a single source of truth with clean data and reliable forecasting.

Qualifications

• Experience building enablement programs from scratch.
• Ability to simplify complex product stories for reps.
• Strong collaboration with Sales, Marketing, Product.

Responsibilities

• Own onboarding and training for every new GTM and Forward Deployed hire.
• Develop and maintain sales playbooks and messaging.
• Turn product launches into enablement assets.
• Own CRM: pipeline hygiene and forecasting.
• Lead pipeline reviews and create dashboards.
• Manage GTM tool stack and integrations.
• Collaborate with GTM Engineer on AI-powered workflows.
• Use win/loss data to coach and inform product/marketing.
• Support territory planning and comp structures as team scales.

Skills

Enablement program development

B2B SaaS

Sales training

CRM & data hygiene

Cross-functional collaboration

Tools

CRM systems

Claude Code

Job description

About Us

Lorikeet is redefining what customer support looks like — and we're just getting started.

We build AI that handles complex, high-volume support for fintechs, healthtechs, marketplaces, and delivery services. Not chatbot-tier AI. The kind that actually resolves tickets, gives support teams their time back, and raises the bar for what software can do.

We're backed by over $50M USD from QED, Blackbird, and Square Peg, with backing from operators like Claire Hughes Johnson (ex-Stripe COO) and Cristina Cordova (Linear COO), plus founders of Canva, Atlassian, and Airwallex. We're the first company since Canva to be funded at early stage by all three of Australia's top VC funds — which tells you something about the calibre of people who've looked closely at what we're building and said yes.

Our customers include some of the largest telehealth, fintech, and marketplace companies in the US and Australia — many handling over a million support tickets a year. The problems are real, the scale is real, and the work matters.

If you want to build something that genuinely changes how businesses and customers interact — this is the place.

About the role

Our go-to-market team is growing fast (AEs, a new BDR team, demand gen, and a GTM Engineer), and the systems, processes, and knowledge that got us here were built by founders on the fly. This role exists to turn that into a real operating engine: one where every rep ramps quickly, knows exactly how to tell the Lorikeet story, and spends their time selling instead of fighting the CRM. You'll own training, operations, and process not just for sales, but for our Forward Deployed team too.

We sell into regulated, high-stakes businesses, and our buyers are sharp. A Head of Support at a telehealth company wants to know how the AI handles a compliance edge case; a fintech CX leader wants proof it won't get someone's money stuck. Our reps need to go deep on product, industry, and objections, and you'll be the person who makes sure they can.

You'll sit at the centre of Sales, Marketing, Product, and our Forward Deployed team, and you'll own both sides of the job: the enablement (onboarding, playbooks, messaging, coaching) and the operations (CRM, pipeline hygiene, forecasting, reporting, tooling).

What You’ll Do:

• Own onboarding and training for every new GTM and Forward Deployed hire. Design a ramp program that gets AEs, BDRs, and Forward Deployed team members confident in front of customers in weeks, not quarters

• Build and maintain the sales playbook: ICP and personas, discovery frameworks, qualification criteria, objection handling, competitive positioning, and vertical-specific plays for fintech, healthtech, marketplaces, and delivery

• Turn product launches and customer wins into enablement: talk tracks, demo flows, case studies, and battlecards reps actually use

• Own the CRM as the source of truth: pipeline stages, required fields, deal hygiene, and the automations that keep it clean without nagging

• Run the pipeline and forecasting cadence with sales leadership: weekly pipeline reviews, dashboards, and the metrics that tell us where deals stall and why

• Manage the GTM tool stack (CRM, sequencing, call recording, enrichment, etc.) and decide what we add, cut, or build ourselves

• Partner with our GTM Engineer to build AI-powered workflows with Claude Code: deal summaries, call insights, account research, automated CRM updates, rep coaching

• Use call recordings and win/loss data to spot patterns, coach to them, and feed what you learn back into product and marketing

• Support territory planning, quota setting, and comp plan mechanics as the team scales
  

You might be a fit if you:

• Understand what it takes to sell, whether from a sales role yourself or from working closely alongside reps in enablement or ops (ideally in B2B SaaS)

• Have experience building an enablement program from the ground up

• Are equally at home running a training session and building a pipeline report. You like both the people side and the systems side

• Get genuinely annoyed by messy data and broken processes, and fix them rather than work around them

• Can take a complex, technical product and make it simple for reps to explain (and for buyers to understand)

• Are already using AI to automate parts of your work and want to go much further (bonus points if you've built something for yourself or your team)

• Are comfortable owning things end-to-end without a playbook, because you'll be writing it

• Earn trust with reps by making their lives easier, not by adding process for its own sake

Nice to have: experience selling into or enabling teams that sell to customer support / CX leaders, or into fintech, healthcare, or other regulated industries.

What's unique about this opportunity?

A culture that's genuinely different. Low ego, high trust, no tolerance for talented jerks. We work efficiently, keep hours flexible, and actually mean it — because life outside work matters. We're committed to building a diverse team and actively encourage applicants from underrepresented backgrounds. We care far more about user obsession and eagerness to learn than traditional credentials.

A front-row seat to building something meaningful. We're Series A and moving fast. You'll have real scope to shape the product and the company — not just execute someone else's vision.

Performance recognized in real time, not on a calendar. Promotions happen when you're ready — leadership meets every six weeks specifically to identify and recognize strong performers, so you're never waiting for an arbitrary review window to move up.

We're AI-native, and we'll make you AI-native too. Every person at Lorikeet uses AI in their day-to-day work (current favourite: Claude Code), with unrestricted access and no usage limits. You'll leave with skills that matter for the next decade of work.

Twice a year, the whole company flies to Hawaii. Headquartered in Sydney, with teams spanning the US and UK — which means getting everyone in the same place is something we invest in seriously. We spend the time hacking on ideas, building things together that wouldn't otherwise exist, and making memories that remind you why you joined a startup in the first place.

A recruitment process built on respect, not hoops. We keep it simple: a couple of informal chats to share our story and hear yours, followed by a paid ~two-day work trial. The work trial is genuinely the best part — you'll work on real problems alongside the actual team, get a true feel for how we operate, and we'll both come out of it knowing whether this is the right fit. No trick questions, no take-homes that disappear into a void. Just real work, done together.

If you're from an underrepresented background and don't tick every box, please reach out anyway. We know firsthand that diverse teams perform better, and we're proud that our team reflects a broad spectrum of identities and lived experiences.