CoreWeave is hiring a
Customer Success Operations Manager, Remote - United States

Summary

The job is for a Customer Success Operations Manager at CoreWeave, a specialized cloud provider. The role involves leading cross-functional collaboration efforts, managing the tech stack, and developing efficient processes to deliver exceptional customer-centric solutions and service.

Requirements

• Customer Success Expertise: 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
• Technical Expertise: Strong proficiency in selecting, implementing, and managing the Customer Success tech stack, including tools like Pendo, Zendesk, or other CRM and customer engagement platforms
• Process Improvement: 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: 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 in developing and delivering training programs to ensure team members are well-versed in new processes, tools, or customer success strategies
• Communication and Presentation Skills: 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

Responsibilities

• Lead Program Development: Design, build, and operationalize the Customer Success Operations program from the ground up
• 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. Lead the rollout of new workflows, train teams, monitor adoption, and iterate 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. Use these insights to continuously refine strategies and processes
• Strategic Leadership: Collaborate with the Senior Director of Customer Success to execute strategic initiatives. Provide data-driven insights and stay 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

Preferred Qualifications

• Change Management: Experience in managing organizational change and fostering a culture of continuous improvement
• Cloud Infrastructure Experience: Prior experience working in a cloud infrastructure company, with a solid understanding of the unique challenges and goals of a customer success program in this environment
• Experience in High-Growth Environments: Experience working in rapidly scaling companies or startups, where agility and adaptability are critical for success

Benefits

• Medical, dental and vision insurance - 100% paid for the employee
• Company paid Life Insurance
• Voluntary supplemental life insurance
• Short and long-term disability insurance
• Flexible Spending Account
• Tuition Reimbursement
• Mental Wellness Benefits through Spring Health
• Family-Forming support provided by Carrot
• Paid Parental Leave
• Flexible, full-service childcare support with Kinside
• 401(k) with a generous employer match
• Flexible PTO
• Catered lunch each day in our offices
• Weekly massages in NJ office
• A casual work environment
• Work culture focused on innovative disruption