Customer Success Operations Manager
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Job Description
CoreWeave is the AI Hyperscaler , delivering a cloud platform of cutting edge services powering the next wave of AI. The company's technology provides enterprises and leading AI labs with the most performant, efficient and resilient solutions for accelerated computing. Since 2017, CoreWeave has operated a growing footprint of data centers covering every region of the US and across Europe. CoreWeave was ranked as one of the TIME100 most influential companies of 2024.
As the leader in the industry, we thrive in an environment where adaptability and resilience are key. Our culture offers career-defining opportunities for those who excel amid change and challenge. If you're someone who thrives in a dynamic environment, enjoys solving complex problems, and is eager to make a significant impact, CoreWeave is the place for you. Join us, and be part of a team solving some of the most exciting challenges in the industry.
CoreWeave powers the creation and delivery of the intelligence that drives innovation. To learn more about our values, please visit our careers website.
As the Customer Success Operations Manager, you will 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. Additionally, you will develop comprehensive customer engagement strategies to foster product onboarding, adoption, and retention while focusing on continuous improvement and strategic leadership.
Responsibilities:
- Lead Program Development: Design, build, and operationalize the Customer Success Operations program from the ground up. Define the vision, set goals, and ensure 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. 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.
Work Conditions:
- Fast-Paced Environment: This position operates in a dynamic, fast-paced environment within a global 24/7 support team, requiring the ability to manage multiple tasks and priorities simultaneously.
- Flexibility: Requires flexibility to collaborate across different time zones, ensuring effective communication and coordination with global teams.
- Work Location: Depending on your location, this role may offer an on-site office environment, a hybrid model, or fully remote work options. Specific arrangements will be discussed during the hiring process.
- Travel Requirements: Limited travel is required, with up to 10% of the time (~25 days/year) potentially involving domestic or international travel for team meetings and industry events.
- Availability: You may occasionally need to be available outside of standard working hours to address urgent issues or participate in global team meetings.
- Growth OpportunitiesThis role offers significant growth potential within the company as we continue to expand and mature. As the company scales, you'll have the opportunity to take on increased responsibilities, lead cross-functional projects, and potentially advance into leadership roles within the Customer Success organization.
Experience:
- 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. Strong understanding of customer journey mapping and best practices in a dynamic environment.
- 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. Skilled at identifying the right tools to enhance efficiency and drive customer success and successfully integrating them into overall operations.
- 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.
Nice to Have:
- 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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $105,000-$135,000. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience.
What We Offer
The range we've posted represents the typical compensation range for this role. To determine actual compensation, we review the market rate for each candidate which can include a variety of factors. These include qualifications, experience, interview performance, and location.
In addition to a competitive salary, we offer a variety of benefits to support your needs, including:
- Medical, dental, and vision insurance - 100% paid for by CoreWeave
- 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 office and data center locations
- A casual work environment
- A work culture focused on innovative disruption
Our Workplace
At CoreWeave, we are committed to operating as a hybrid workplace, offering employees flexibility in how they structure their time between in-office and remote work. We recognize the significance of fostering connections, collaboration, and creativity within our office culture and its positive impact on our business. Our philosophy operating as a hybrid workplace underscores our dedication to enabling employees to tailor work-life balance to their individual preferences.
For those who do not live within 30 miles of one of our offices, we are open to considering remote work for candidates whose skills and experience strongly align with the role. While we prioritize a hybrid work environment for most roles, we understand the importance of flexibility and are open to remote work for specific positions and specialized skill sets. Onboarding is essential to your success. New employees not based out of an office will be invited to attend onboarding training at one of our hubs within their first month of employment. We continue to foster a collaborative environment by bringing teams together quarterly.
California Consumer Privacy Act - California applicants only
CoreWeave is an equal opportunity employer, committed to fostering an inclusive and supportive workplace. All qualified applicants and candidates will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.
As part of this commitment and consistent with the Americans with Disabilities Act (ADA), CoreWeave will ensure that qualified applicants and candidates with disabilities are provided reasonable accommodations for the hiring process, unless such accommodation would cause an undue hardship. If reasonable accommodation is needed, please contact: [email protected].
