Senior CS Operations & Automation Leader

Workiva, Inc.

Ames (IA)

Remote

USD 74,000 - 125,000

Full time

8 days ago

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Benefits offered by this job

Discretionary annual bonus

Restricted Stock Units (RSUs)

401(k) match

Comprehensive employee benefits

Job summary

Workiva, Inc. seeks a Senior CPX Operations Manager, Customer Success to drive operational efficiency across CS. You will optimize systems, implement analytics, and lead cross-functional initiatives with Technology, Product, and Sales to scale customer success.

The role emphasizes data integrity, standardized processes, and enablement resources. With 4+ years in CS operations, you will translate business needs into technical configurations and deliver measurable improvements.

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 in geographically dispersed teams.
Experience leveraging technology (Gainsight, Salesforce, Snowflake) to automate and enhance customer management.
Experience re-engineering processes (automation and AI) to drive efficiency and scale in CS.
Exceptional problem-solving, critical thinking, and analytical skills.
Solid verbal and written communication skills to translate business needs and data insights clearly.

Responsibilities

Drive operational efficiency by improving CS systems and removing repetitive tasks.
Optimize tools and automation workflows, including AI-driven processes to scale CS.
Gather requirements from CS stakeholders and translate into technical configurations.
Partner with cross-functional teams (Business Technology, Product, Sales) to align CS tools with company objectives.
Develop enablement resources and playbooks to support adoption across the organization.