Senior Customer Success Operations Manager

🔥 23 minutes ago

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WEKA

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2013

🤖 Artificial Intelligence

🏢 Enterprise

🤝 B2B

💰 $140M Series E - WEKA on 2024-05

Artificial Intelligence • Enterprise • B2B

WEKA is an enterprise-focused company that provides an "AI-Native Data Platform." The available materials reference a WEKA support portal used for customer access and account management, indicating the company offers platform software and support for AI/data workloads aimed at business customers.

📋 Description

• Own and deliver CS operational projects end-to-end—from scoping and design through implementation and iteration—including playbooks, workflows, and automation that improve how Customer Success operates at scale. • Build and maintain internal tools, dashboards, and reporting that give CS leadership real-time visibility into customer health, renewal risk, and operational performance. • Design and operationalize CS playbooks for key motions such as overusage outreach, churn offboarding, renewal preparation, and proactive risk intervention. • Partner cross-functionally with Data Engineering, BI, Finance, RevOps, Product, and Sales to ensure CS data infrastructure is accurate, connected, and actionable. • Define and improve CS processes and operational workflows, identifying gaps and inefficiencies and driving measurable improvements in execution speed and consistency. • Support customer health scoring and segmentation models, helping refine the signals, thresholds, and calibration that drive proactive CS engagement. • Translate complex data into clear narratives for leadership, including QBR contributions, board-level retention metrics, and ad-hoc strategic analyses.

🎯 Requirements

• 5+ years in CS Operations, Revenue Operations, Business Operations, or a similar role in a B2B SaaS or enterprise technology company. • Proven track record of owning and delivering operational projects end-to-end, not just analyzing data but building the processes and tools that act on it. • Strong proficiency with Salesforce (reporting, dashboards, data model navigation) and experience working with BI tools and data warehouses (e.g., Snowflake, Looker, Tableau). • Advanced Excel/Google Sheets skills and comfort working with structured data across multiple systems. • Experience designing and operationalizing playbooks, workflows, or standard operating procedures for customer-facing teams. • Strong communication skills—able to translate data into clear recommendations for both technical and non-technical stakeholders. • Self-directed and comfortable operating with high autonomy in a fast-paced, resource-constrained environment.

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Remote work options