Lead CPX Operations Manager, Customer Success

The Lead CPX Operations Manager - Customer Success is a key individual contributor responsible for driving operational excellence across the Customer Success team. Reporting to the Director of CPX Operations, you will serve as a strategic partner helping drive the CS Ops roadmap. CS Ops partners with CS leadership to standardize and operationalize CS strategy, enabling consistent execution that supports CPX's ability to scale Customer Success, reduce churn, and drive growth and retention.

Your mission is to act as the bridge between CS leadership's strategic goals and the technical execution required to achieve them at scale. You will work in lockstep with global counterparts to drive global alignment and adherence to standardized, world-class processes.

What You'll Do

Systems, Tools & Efficiency

• 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.

• Technical Implementation: Act as the technical lead on projects, gathering business requirements and implementing changes through a structured, scalable methodology.

Global Alignment & Adherence

• Process Standardization: Work closely with the CS stakeholders and operations team to leverage and influence best practices across tools, data, and processes.

• Global Continuity: 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.

• Change Management: Lead the regional rollout of global initiatives, ensuring that new processes are not just launched but fully adopted and mastered by the CS teams.

Strategic Partnership & Insight

• CS Leadership Advisory: Partner with CS stakeholders to assess operational capabilities and develop strategies that support growth and effectiveness

• Director Support: Partner closely with the Director of CPX Operations to execute a roadmap that drives growth, efficiency, and effectiveness through streamlined processes and data.

• Data & Reporting: 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.

What You'll Need

Minimum Qualifications

• 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.

Preferred Qualifications

• 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

Travel Requirements and Working Conditions

• Willingness to travel up to 15% for team and corporate meetings, fostering relationships and representing company interests

• Reliable internet access for any period of time working remotely, as we embrace flexible work arrangements

How You'll Be Rewarded

A discretionary bonus typically paid annually

Restricted Stock Units granted at time of hire

401(k) match and comprehensive employee benefits package

The salary range represents the low and high end of the salary range for this job in the US. Minimums and maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and other relevant factors.

Employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other protected characteristic.

Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email talentacquisition@workiva.com.

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