Senior CS Operations Lead - Automate, Optimize & Scale

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

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.