[Remote] Senior CPX Operations Manager, Customer Success
Note: The job is a remote job and is open to candidates in USA. Workiva is hiring a Senior CPX Operations Manager, Customer Success to improve operational efficiency, workflows, and technical execution across its Customer Success organization. The role optimizes systems and processes, supports global adoption and change management, and develops customer data reporting and dashboards.
Responsibilities
- Efficiency Driver: Improve the systems (processes and tools) to drive efficiency by removing repetitive tasks for the CS team and streamlining processes, allowing them to focus on high-value customer interactions
- Tool Optimization: Maximize the value of our tech stack (ideally Gainsight) and partner with the Business Technology team to build automation and AI-driven workflows that allow the organization to scale
- Requirements & Implementation: Gather detailed business requirements from CS stakeholders and translate them into technical configurations using structured implementation methodologies
- Process Standardization: Support regional rollouts of global operational initiatives, ensuring teams adhere to standardized processes and best practices
- Data Integrity: Drive local adoption of standard workflows to safeguard data accuracy and consistency across systems
- Cross-Functional Collaboration: Partner with cross-functional teams (e.g., Business Technology, Product, Sales) to align CS tools and workflows with broader company objectives
- Enablement: Develop and maintain enablement resources, including playbooks, process documentation, and field communications, to support the adoption of operational initiatives. Identify and cultivate regional change champions to reinforce best practices, facilitate knowledge sharing, and drive consistent adoption across the organization
- Customer Data Management: Design and maintain systems for collecting, consolidating, and analyzing customer interaction data and CS performance metrics
- Reporting & Dashboards: Build operational dashboards that provide actionable insights to CS managers and individual contributors to support informed decision-making
Skills
- 4+ years in Operations for Customer Success or Customer Experience, preferably within a SaaS environment
- Undergraduate degree in a related field or equivalent practical experience
- Experience working in geographically dispersed teams
- Experience in leveraging technology (ideally Gainsight or similar, Salesforce, Snowflake) to automate and enhance our customer management
- Experience re-engineering processes (through automation and AI) to drive efficiency and enable scale/growth in CS teams
- Experience in gathering business requirements and implementing build/change through structure methodology
- Exceptional problem-solving, critical thinking, and analytical skills
- Solid verbal and written communication skills to translate both business needs and data insights in a clear, concise, and effective manner
- Ability to effectively interact with business partners at varying levels of organization
- Well-organized with superb project management, time management skills and attention to detail
- Ability to synthesize data into consumable insights and deliver them to stakeholders
- Personable, agile, adaptable and flexible mindset
Benefits
- A discretionary bonus typically paid annually
- Restricted Stock Units granted at time of hire
- 401(k) match
- Comprehensive employee benefits package
- Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment.
Company Overview
Company H1B Sponsorship