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