Customer Success Operations Manager

Wiz is a fast-growing startup reinventing cloud security and empowering businesses. The Customer Success Operations Manager will drive strategy, planning, and execution for the Success teams, ensuring operational efficiency and customer satisfaction.

Responsibilities:

• Receive feedback from Success teams to help define strategic projects and process improvements to ensure an optimal model for our team and Wiz customers
• Work cross-functionally to support operational programs aligned to overall organizational strategy
• Manage scalable “run the business” activities of the Success organization specifically Reporting, and other tools aligned to customer health, retention, and expansion
• Be responsible for data integrity across post sales systems (Salesforce, CS Platform, Looker, etc.) of all data relating to Success programs and processes

Requirements:

• 7+ years' experience supporting CS operations activities, preferably in high-growth SaaS environments
• Strong knowledge of - Salesforce, CS Systems a must - CS Platform, BigQuery, Zendesk, Looker
• Experience with customer health, adoption, Success KPIs, scaled programs
• Experience implementing programs and processes that scale; a willingness to 'roll up your sleeves' to get work done as the organization grows
• Proven track record of building trust, communicating effectively and managing expectations with a wide variety of stakeholders at all levels and from a variety of functions
• Proven ability to lead strategic initiatives while executing hands-on in a fast-paced, evolving environment
• Deep understanding of global success models and workforce planning
• Experience building and operationalizing premium or tiered support offerings
• Strong analytical skills with the ability to build and interpret reports, dashboards, and KPIs to inform leadership decision-making
• Customer-first mindset with a passion for enhancing customer experiences through process and tooling
• Excellent cross-functional collaboration skills with experience working across GTM, Product, Engineering, and customer-facing teams
• Strong leadership, communication, and mentoring abilities
• Experience with cloud security or cybersecurity is a plus