Senior Customer Success Operations Manager

WEKA; Campbell (CA); On-site; USD 140,000 - 200,000; Full time

Job summary

WEKA is seeking a Senior CS Operations Manager in Campbell, CA to drive customer success operations, owning end-to-end projects, building playbooks, tools, and processes with autonomy in a fast-moving environment.

You will partner with Data Eng, BI, Finance, RevOps, Product, and Sales to ensure CS data infrastructure is accurate and actionable, improving workflows, health scoring, and proactive risk interventions.

Qualifications

• 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.

Responsibilities

• 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 over-usage outreach, churn off-boarding, 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.

Skills

Salesforce

BI tools

Excel/Sheets

playbooks

communication

autonomy

Tools

Salesforce

Snowflake

Looker

Tableau

Job description

WEKA is architecting a new approach to the enterprise data stack built for the age of reasoning. NeuralMesh by WEKA sets the standard for agentic AI data infrastructure with a cloud and AI-native software solution that can be deployed anywhere. It transforms legacy data silos into data pipelines that dramatically increase GPU utilization and make AI model training and inference, machine learning, and other compute-intensive workloads run faster, work more efficiently, and consume less energy.

WEKA is a pre-IPO, growth-stage company on a hyper-growth trajectory. We’ve raised $375M in capital with dozens of world-class venture capital and strategic investors. We help the world’s largest and most innovative enterprises and research organizations, including 12 of the Fortune 50, achieve discoveries, insights, and business outcomes faster and more sustainably. We’re passionate about solving our customers’ most complex data challenges to accelerate intelligent innovation and business value. If you share our passion, we invite you to join us on this exciting journey.

Location: This role requires working from our Campbell, CA location on East Hamilton Avenue 1 day per week.

What You’ll Be Doing

As a Senior CS Operations Manager, you will go beyond data analysis to drive real operational change across the Customer Success organization. This is not a reporting role - it’s a hands-on position where you’ll own and lead projects end-to-end: designing CS playbooks, building internal tools, defining processes, and translating data insights into scalable action. You’ll join a small, high-impact team and operate with significant autonomy in a fast-moving environment.

As a Senior CS Operations Manager, You’ll

• 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 over-usage outreach, churn off-boarding, 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.

It’s Nice If You Have

• Hands-on experience with AI/ML tools for workflow automation, content generation, or data analysis - not just awareness, but proven ability to integrate AI into day-to-day operations.
• Experience with infrastructure, storage, or data platform technologies (understanding of the enterprise IT buyer landscape is a strong plus).
• Familiarity with customer health scoring models, churn prediction, or Net Revenue Retention analytics.
• Background in program or project management with experience coordinating across Engineering, Product, and Go-to-Market teams.
• Experience building automation using scripting (Python, JavaScript) or low-code/no-code platforms.

The WEKA Way

We are Accountable: We take full ownership, always - even when things don’t go as planned. We lead with integrity, show up with responsibility & ownership, and hold ourselves and each other to the highest standards.

We are Brave: We question the status quo, push boundaries, and take smart risks when needed. We welcome challenges and embrace debates as opportunities for growth, turning courage into fuel for innovation.

We are Collaborative: True collaboration isn’t only about working together. It’s about lifting one another up to succeed collectively. We are team-oriented and communicate with empathy and respect. We challenge each other and conduct positive conflict resolution. We are transparent about our goals and results. And together, we’re unstoppable.

We are Customer Centric: Our customers are at the heart of everything we do. We actively listen and prioritize the success of our customers, and every decision we make is driven by how we can better serve, support, and empower them to succeed. When our customers win, we win.

Concerned that you don’t meet every qualification above? Studies have shown that women and people of color may be less likely to apply for jobs if they don’t meet every qualification specified. At WEKA, we are committed to building a diverse, inclusive, and authentic workplace. If you are excited about this position but are concerned that your past work experience doesn’t match up perfectly with the job description, we encourage you to apply anyway - you may be just the right candidate for this or other roles at WEKA.

WEKA is an equal opportunity employer that prohibits discrimination and harassment of any kind. We provide equal opportunities to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.