Senior CS Operations & Automation Lead (Remote)

Workiva Inc.; Oregon; Hybrid; USD 74,000 - 125,000; Full time

Benefits offered by this job

Discretionary bonus

RSUs granted at time of hire

401(k) match and comprehensive benefit

Job summary

Workiva is seeking a Senior CPX Operations Manager, Customer Success to drive operational efficiency, standardize processes, and lead data-driven initiatives across CS. You will optimize tools (Gainsight) and automate workflows, translate business needs into configurations, and support regional rollouts while ensuring data integrity and cross-functional collaboration.

This role also emphasizes enablement resources, dashboards, and playbooks to scale CS performance, with travel up to 15% and a

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 in leveraging technology to automate and enhance customer management (Gainsight, Salesforce, Snowflake)
• Experience re-engineering processes through automation and AI to drive efficiency and scale in CS teams
• Experience in gathering business requirements and implementing builds using structured methodologies
• Excellent problem-solving, critical thinking, and analytical skills
• Strong verbal and written communication to translate business needs and data insights

Responsibilities

• Improve CS systems and processes to drive efficiency by removing repetitive tasks
• Maximize value of the tech stack (Gainsight) and work with Business Technology to build automation
• Gather CS requirements and translate into technical configurations
• Standardize processes across regions and ensure data integrity
• Collaborate with cross-functional teams to align CS tools with company objectives
• Develop enablement resources like playbooks and process docs to support adoption
• Design and maintain systems for collecting and analyzing CS data
• Build dashboards to provide actionable insights for CS managers and contributors

Skills

Operations experience

Analytical skills

Communication skills

Travel readiness

Education

Undergraduate degree in related field

Tools

Gainsight

Salesforce

Snowflake

Job description

Workiva is seeking a Senior CPX Operations Manager, Customer Success to drive operational efficiency, standardize processes, and lead data-driven initiatives across CS. You will optimize tools (Gainsight) and automate workflows, translate business needs into configurations, and support regional rollouts while ensuring data integrity and cross-functional collaboration.

This role also emphasizes enablement resources, dashboards, and playbooks to scale CS performance, with travel up to 15% and a