Senior CPX Operations Manager, Customer Success

Workiva Inc.; United States; Remote; USD 74,000 - 125,000; Full time

Benefits offered by this job

Discretionary annual bonus

Restricted Stock Units (RSU)

401(k) match

Comprehensive employee benefits

Job summary

Workiva Inc. is seeking a Senior CPX Operations Manager, Customer Success to drive operational efficiency and workflow optimization across the CS organization.

You will lead system enhancements, tooling improvements (Gainsight) and automation to scale customer management. This role emphasizes data integrity, standardized processes, and cross-functional collaboration with Product, Sales, and Business Technology, while enabling enablement materials and regional change champions.

Qualifications

• 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 leveraging technology (ideally Gainsight or similar, Salesforce, Snowflake) to automate and enhance customer management
• Experience re-engineering processes through automation and AI to drive efficiency and scale in CS teams
• Experience gathering business requirements and implementing build/change through structured methodologies
• Exceptional problem-solving, critical thinking, and analytical skills
• Strong verbal and written communication skills for translating business needs and data insights

Responsibilities

• Systems (Tools & Process) Execution: Improve processes and tools to drive CS efficiency and enable focus on high-value interactions
• Tool Optimization: Maximize Gainsight value and build automation with the Business Technology team
• Requirements & Implementation: Translate CS requirements into technical configurations
• Global Alignment & Change Management: Support regional rollouts and standardize processes
• Data Integrity: Drive adoption of standard workflows to ensure data accuracy
• Cross-Functional Collaboration: Align CS tools and workflows with broader company objectives
• Enablement: Create playbooks and documentation to support adoption
• Data Analysis & Insights: Design systems for collecting, consolidating and analyzing CS data
• Reporting & Dashboards: Build dashboards for CS managers and contributors

Skills

Operations experience

SaaS experience

Project management

Data analysis

Communication skills

Education

Undergraduate degree or equivalent

Tools

Gainsight

Salesforce

Snowflake

Automation tools

Job description

The Senior CPX Operations Manager, Customer Success is an experienced core contributor responsible for driving operational efficiency, workflow optimization, and technical execution across the Customer Success (CS) organization. This role manages standard-to-moderately complex projects, executing workflows, and supporting day-to-day continuous improvement.

What You’ll Do

Systems (Tools & Process) Execution

• 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

Global Alignment & Change Management

• 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

Data Analysis & Insights

• 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

What You’ll Need

Minimum Qualifications

• 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

Preferred Qualifications

• 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

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

Salary range in the US: $74,000.00 - $125,000.00

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.

Why Join Workiva

Workiva is the platform designed to bring confidence, control, and a competitive edge to the world’s most complex organizations. Our AI-powered platform unifies finance, risk, and sustainability on a single, secure foundation—ensuring data is trusted, traceable, and ready to act on. With an unbroken path from source to output, leaders gain confidence in their numbers, visibility into current and emerging risks, and the ability to move with speed and precision in a constantly changing world.

At Workiva, you’ll bring technology to market that executives, boards, and regulators depend on. The work you do here helps organizations navigate uncertainty, maintain trust, and make decisions that stand up to scrutiny. If you’re energized by meaningful challenges, inspired by collaborative teams, and motivated to help organizations turn uncertainty into advantage, we’d love to meet you.

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 [e-mail].

Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.

Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment.