Lead CPX Operations Manager, Customer Success

• Drive operational excellence across the Customer Success team by improving systems, tools, and processes to increase efficiency and remove repetitive tasks
• Maximize the value of the tech stack (ideally Gainsight) and partner with Business Technology to build automation and AI-driven workflows for scalability
• Work with global counterparts to ensure alignment and adherence to standardized processes, maintaining data integrity and unified customer experience
• Partner with CS leadership to assess operational capabilities and develop strategies that support growth and effectiveness

This role creates positive change by enabling consistent execution that supports the organization's ability to scale Customer Success, reduce churn, and drive growth and retention through operational excellence.

• 6+ 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 leveraging technology (ideally Gainsight or similar) to automate and enhance customer management
• Experience re-engineering processes through automation and AI to drive efficiency and enable scale/growth in CS teams

Salary range in the US: $93,000.00 - $149,000.00

A discretionary bonus typically paid annually

Restricted Stock Units granted at time of hire

401(k) match and comprehensive employee benefits package

Flexible work arrangements allowing work from office or remotely

Workiva is a company that provides comprehensive security and privacy training to employees and supports flexible work arrangements, allowing employees to work from an office or remotely from any location within their country of employment.