Workiva

Lead CPX Operations Manager, Customer Success

Workiva

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $93,000 - $149,000 per year

Job Level

Senior

About the role

  • 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.
  • 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.
  • Act as the technical lead on projects, gathering business requirements and implementing changes through a structured, scalable methodology.
  • Work closely with the CS stakeholders and operations team to leverage and influence best practices across tools, data, and processes.
  • Collaborate with global operations counterparts to ensure all teams are adopting and following standard global processes to maintain data integrity and a unified customer experience.
  • Lead the regional rollout of global initiatives, ensuring that new processes are not just launched but fully adopted and mastered by the CS teams.
  • Partner with CS stakeholders to assess operational capabilities and develop strategies that support growth and effectiveness
  • Partner closely with the Director of CPX Operations to execute a roadmap that drives growth, efficiency, and effectiveness through streamlined processes and data.
  • Partner with the Business Tech team to design tools and processes that support the CS team and provide insights and dashboards that help leaders make informed business decisions.

Requirements

  • 6+ 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) 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 and comprehensive employee benefits package
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
process re-engineeringautomationAI-driven workflowsbusiness requirements gatheringproject managementdata analysiscustomer management enhancement
Soft Skills
problem-solvingcritical thinkinganalytical skillsverbal communicationwritten communicationorganizational skillstime managementattention to detailadaptabilityinterpersonal skills