Senior CPX Operations Manager, Customer Success

The Senior CPX Operations Manager, Customer Success is an experienced core contributor responsible for driving operational efficiency, workflow optimization, and technical execution across the Customer Success (CS) organization. This role manages standard-to-moderately complex projects, executing workflows, and supporting day-to-day continuous improvement.

What You’ll Do

Systems (Tools & Process) Execution

• Efficiency Driver: Improve the systems (processes and tools) to drive efficiency by removing repetitive tasks for the CS team and streamlining processes, allowing them to focus on high-value customer interactions
• Tool Optimization: Maximize the value of our tech stack (ideally Gainsight) and partner with the Business Technology team to build automation and AI-driven workflows that allow the organization to scale
• Requirements & Implementation: Gather detailed business requirements from CS stakeholders and translate them into technical configurations using structured implementation methodologies

Global Alignment & Change Management

• Process Standardization: Support regional rollouts of global operational initiatives, ensuring teams adhere to standardized processes and best practices
• Data Integrity: Drive local adoption of standard workflows to safeguard data accuracy and consistency across systems
• Cross-Functional Collaboration: Partner with cross-functional teams (e.g., Business Technology, Product, Sales) to align CS tools and workflows with broader company objectives
• Enablement: Develop and maintain enablement resources, including playbooks, process documentation, and field communications, to support the adoption of operational initiatives. Identify and cultivate regional change champions to reinforce best practices, facilitate knowledge sharing, and drive consistent adoption across the organization

Data Analysis & Insights

• Customer Data Management: Design and maintain systems for collecting, consolidating, and analyzing customer interaction data and CS performance metrics
• Reporting & Dashboards: Build operational dashboards that provide actionable insights to CS managers and individual contributors to support informed decision-making

What You’ll Need

Minimum 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

Preferred Qualifications

• Experience working in geographically dispersed teams
• Experience in leveraging technology (ideally Gainsight or similar, Salesforce, Snowflake) to automate and enhance our customer management
• Experience re-engineering processes (through automation and AI) to drive efficiency and enable scale/growth in CS teams
• Experience in gathering business requirements and implementing build/change through structure methodology
• Exceptional problem-solving, critical thinking, and analytical skills
• Solid verbal and written communication skills to translate both business needs and data insights in a clear, concise, and effective manner
• Ability to effectively interact with business partners at varying levels of organization
• Well-organized with superb project management, time management skills and attention to detail
• Ability to synthesize data into consumable insights and deliver them to stakeholders
• Personable, agile, adaptable and flexible mindset

Travel Requirements and Working Conditions

• Willingness to travel up to 15% for team and corporate meetings, fostering relationships and representing company interests
• Reliable internet access for any period of time working remotely, as we embrace flexible work arrangements

How You’ll Be Rewarded

✅ Salary range in the US: $74,000.00 - $125,000.00

✅ A discretionary bonus typically paid annually

✅ Restricted Stock Units granted at time of hire

✅ 401(k) match and comprehensive employee benefits package

The salary range represents the low and high end of the salary range for this job in the US. Minimums and maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and other relevant factors.

Why Join Workiva

Workiva is the platform designed to bring confidence, control, and a competitive edge to the world’s most complex organizations. Our AI-powered platform unifies finance, risk, and sustainability on a single, secure foundation—ensuring data is trusted, traceable, and ready to act on. With an unbroken path from source to output, leaders gain confidence in their numbers, visibility into current and emerging risks, and the ability to move with speed and precision in a constantly changing world.

At Workiva, you’ll bring technology to market that executives, boards, and regulators depend on. The work you do here helps organizations navigate uncertainty, maintain trust, and make decisions that stand up to scrutiny. If you’re energized by meaningful challenges, inspired by collaborative teams, and motivated to help organizations turn uncertainty into advantage, we’d love to meet you.

Employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other protected characteristic.

Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email talentacquisition@workiva.com.

Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.

Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment.

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