Senior Customer Success Operations Manager

Responsibilities

• 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 overusage outreach, churn offboarding, 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 a

Benefits

Additional Information

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.

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