Application Guide

How to Apply for Lead CPX Operations Manager, Customer Success

at Workiva

🏢 About Workiva

Workiva stands out as a leader in ESG (Environmental, Social, and Governance) reporting technology, specifically helping organizations streamline integrated reporting for transparent climate impact and compliance. Their focus on sustainability and regulatory technology makes them uniquely positioned at the intersection of software innovation and corporate responsibility. Working here offers the chance to contribute to meaningful environmental transparency while building scalable SaaS solutions.

About This Role

As Lead CPX Operations Manager for Customer Success, you'll be the operational architect driving efficiency across global CS teams by optimizing systems, tools, and processes. This role is impactful because you'll directly enable scalability through automation and AI-driven workflows, ensuring data integrity and a unified customer experience while supporting Workiva's growth in the competitive ESG reporting space.

💡 A Day in the Life

You might start your day reviewing Gainsight dashboards to identify process bottlenecks, then collaborate with Business Technology on automating a repetitive CS task. Later, you could meet with global counterparts to align on a standardized customer onboarding process, followed by working with CS leadership to develop quarterly operational strategies that support team growth and effectiveness.

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Interview Prep

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🎯 Who Workiva Is Looking For

  • Has 6+ years in Customer Success Operations within SaaS, with proven experience re-engineering processes through automation and AI to drive team efficiency and scale
  • Is deeply familiar with Gainsight or similar customer success platforms, able to maximize tech stack value and build automation workflows in partnership with Business Technology
  • Possesses strong cross-functional collaboration skills to work with global counterparts on standardizing processes while maintaining data integrity
  • Can partner with CS leadership to assess operational capabilities and develop strategies that support both effectiveness and growth in a remote environment

📝 Tips for Applying to Workiva

1

Explicitly quantify your experience with Gainsight or similar platforms—mention specific automations you've built, efficiency gains achieved, or AI-driven workflows implemented

2

Highlight any ESG, sustainability, or compliance-related experience, even if tangential, to show alignment with Workiva's mission of transparent climate impact reporting

3

Demonstrate your ability to work remotely with global teams by providing examples of how you've ensured process alignment and data integrity across regions

4

Tailor your resume to show progression in Customer Success Operations roles, emphasizing how you've removed repetitive tasks and increased team efficiency

5

Include metrics that show how your operational improvements directly supported CS team growth or customer retention in previous SaaS roles

✉️ What to Emphasize in Your Cover Letter

["Your specific experience with Gainsight or similar customer success technology stacks, including examples of automation or AI-driven workflows you've implemented", "How you've partnered with Business Technology teams to build scalable solutions that remove repetitive tasks and increase CS team efficiency", 'Your approach to working with global counterparts to standardize processes while maintaining data integrity and unified customer experience', "Why Workiva's focus on ESG reporting and climate impact transparency resonates with you personally or professionally"]

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🔍 Research Before Applying

To stand out, make sure you've researched:

  • → Workiva's specific ESG reporting solutions and how they differentiate in the market—review their platform capabilities for climate impact and compliance reporting
  • → Recent company news about growth, funding, or product launches to understand their current strategic priorities
  • → Their customer base and case studies to understand the types of organizations using Workiva for ESG reporting
  • → The technology stack mentioned in their job descriptions or company materials beyond Gainsight

💬 Prepare for These Interview Topics

Based on this role, you may be asked about:

1 Walk us through a specific example of how you re-engineered a Customer Success process using automation or AI to drive efficiency and enable scale
2 How would you approach maximizing the value of Gainsight at Workiva, and what integrations or automations would you prioritize first?
3 Describe your experience partnering with Business Technology teams to build workflows—how do you ensure alignment between operational needs and technical implementation?
4 How would you ensure process standardization and data integrity when working with remote global counterparts in Customer Success?
5 Given Workiva's focus on ESG reporting, how might you tailor CS operations to support customers in climate impact and compliance reporting?
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⚠️ Common Mistakes to Avoid

  • Applying with generic Customer Success experience without specific Operations focus—this role requires deep operational, not just customer-facing, expertise
  • Failing to demonstrate Gainsight or similar platform proficiency—this is explicitly mentioned as ideal in the requirements
  • Not showing understanding of SaaS scalability challenges—this role is about enabling growth through automation and process improvement

📅 Application Timeline

This position is open until filled. However, we recommend applying as soon as possible as roles at mission-driven organizations tend to fill quickly.

Typical hiring timeline:

1

Application Review

1-2 weeks

2

Initial Screening

Phone call or written assessment

3

Interviews

1-2 rounds, usually virtual

✓

Offer

Congratulations!

Ready to Apply?

Good luck with your application to Workiva!

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