Senior Manager Customer Success Operations


Remote job description

At Wiz, we move quickly. We've set the record for the fastest first year revenue growth of any tech startup, the fastest company to acquire more than 25% of the Fortune 500 as customers, the fastest company to reach $1B (and then $6B) in valuation, and now the fastest-growing software company ever by going from $1M to $100M in ARR in just 18 months. Most importantly, we provide the fastest ROI of any security product - Wiz connects to the entire multi-cloud environment within 15 minutes and identifies the specific infiltration vectors that make clouds susceptible to a breach in under 24 hours so organizations of all sizes and industries can rapidly identify and remove the most critical risks in AWS, Azure, GCP, and Kubernetes. Join us as we help organizations create secure cloud environments that accelerate their businesses.

The Revenue Operations Team aims to accelerate Wiz's growth by driving strategy, planning and execution for Wiz's sales, channel and post sales teams. As we continue to grow at an incredible speed, we work to ensure each team member is setup for success at every phase. We take both a bird's eye view and dive into the weeds to solve problems as a team to drive employee success and revenue.

Reporting to the VP of Revenue Operations, you will be responsible for building and leading the customer success operations efforts. A successful candidate for this role works in strategic partnership with the Head of Customer Success to create a seamless transition for customers post-sale. This includes partnering cross-functionally, architecting comprehensive processes, partnering with GTM systems to implement the requirement tech stack, and measuring business goals and KPIs that support a rapidly expanding customer base.

What You'll Do:

    • Responsible for designing, owning and implementing scalable processes and supporting technology stack for the customer success team in partnership with the revenue operations team
    • Create and deliver KPIs and analysis to leadership on the Customer Success team's performance
    • Partner with leadership for strategic planning, including capacity planning, priority alignment, team coverage and rewards
    • Partner with revenue enablement team to ramp and drive productivity and effectiveness of the Customer Success team
    • Gather and prioritize operational business needs across the Customer Success organization and with cross-functional partners that result in elegant scalable solutions
    • Balance the needs of customer success team in alignment with leadership and potential business impact

What You'll Bring:

    • 5+ years of experience leading a customer success, support, or technical operations team in a hypergrowth environment
    • Experience with complex enterprise tool deployment (ChurnZero, Salesforce, Zendesk, telephony, chat, knowledge base, etc.)
    • Proven track record of building trust, delivering data-based decisions and communicating effectively with a wide variety of stakeholders at all levels and from a variety of functions
    • Comfortable in a constantly changing environment that is focused on employee and customer success
If your experience is close but doesn't fulfill all requirements, please apply. Wiz is on a mission to build a special company. To achieve our goal, we are focused on hiring Wizards with different backgrounds, perspectives, and experiences.

Wiz is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

Company name: Wiz
Remote job title: Senior Manager Customer Success Operations
Job tags: telephony, Knowledge Management, Salesforce

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