Customer Success Operations Manager
3 weeks ago
At CoreWeave, we're seeking a highly skilled Customer Success Operations Manager to drive customer success by leading cross-functional collaboration efforts, managing the tech stack, and developing efficient processes to deliver exceptional customer-centric solutions and service.
Key Responsibilities:
- Lead Program Development: Design, build, and operationalize the Customer Success Operations program from the ground up, defining the vision, setting goals, and ensuring alignment with broader company objectives.
- Cross-Functional Collaboration: Work closely with teams within Customer Success and collaborate with departments such as Solutions Architects, Engineering, Sales, and Product Management to deliver seamless, customer-centric solutions.
- Manage Technology Stack: Oversee the selection, implementation, and management of the Customer Success technology stack, ensuring it meets team needs, performs optimally, and integrates smoothly with existing workflows.
- Process Design and Implementation: Develop and implement processes to improve efficiency and effectiveness within the Customer Success division, leading the rollout of new workflows, training teams, monitoring adoption, and iterating based on feedback.
- Drive Customer Engagement: Develop strategies for product onboarding, adoption, and retention, focusing on educating customers, overcoming barriers, and enhancing satisfaction and loyalty.
- Monitor and Improve Performance: Track key performance indicators (KPIs) such as customer satisfaction, churn rate, and customer lifetime value, using these insights to continuously refine strategies and processes.
- Strategic Leadership: Collaborate with the Senior Director of Customer Success to execute strategic initiatives, providing data-driven insights and staying updated on industry trends to recommend improvements and maintain a competitive edge.
- Change Management: Lead and manage change initiatives within the Customer Success division to ensure smooth transitions while implementing new processes, tools, or strategies.
Requirements:
- Minimum of 2 years in Customer Success, with proven experience in building and scaling operations, developing efficient workflows, and implementing one-to-many (tech-touch) strategies.
- Bachelor's Degree in a relevant field such as Business Administration, Customer Relationship Management, or a related area.
- Strong proficiency in selecting, implementing, and managing the Customer Success tech stack, including tools like Pendo, Zendesk, or other CRM and customer engagement platforms.
- Experience in designing and leading the implementation of new processes, with a focus on operationalizing them within a team or organization.
- Data-driven decision-making skills, proficient in using advanced data analytics platforms to create dashboards and leverage KPIs for executive reporting, strategic decision-making, and continuous improvement.
- Training and development experience, with the ability to develop and deliver training programs to ensure team members are well-versed in new processes, tools, or customer success strategies.
- Strong written and verbal communication skills, with the ability to clearly convey complex issues to a range of audiences, from team members to senior leadership, through well-crafted presentations and discussions.
What We Offer:
- Competitive salary range of $105,000-$135,000, based on market location and qualifications.
- A comprehensive benefits package, including medical, dental, and vision insurance, company-paid life insurance, and a 401(k) with a generous employer match.
- A flexible, full-service childcare support program with Kinside and paid parental leave.
- A casual work environment and a culture focused on innovative disruption.
How to Apply:
Please submit your application, including your resume and a cover letter, to careers@coreweave.com. We look forward to hearing from you
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