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WEKA is a pre-IPO, growth-stage company architecting a new approach to the enterprise data stack for agentic AI. The company has raised $375M and serves 12 of the Fortune 50, helping enterprises accelerate AI model training, machine learning, and compute-intensive workloads through its NeuralMesh platform.
As Senior Customer Success Operations Manager, you will own and lead operational projects end-to-end across the CS organization. This is a hands-on role focused on driving real operational change—not a reporting position. You'll design CS playbooks, build internal tools, define processes, and translate data insights into scalable action while operating with significant autonomy in a fast-moving environment.
Key responsibilities include:
- Own and deliver CS operational projects end-to-end, including playbooks, workflows, and automation that improve CS operations at scale
- Build and maintain internal tools, dashboards, and reporting that provide CS leadership real-time visibility into customer health, renewal risk, and operational performance
- Design and operationalize CS playbooks for key motions such as over-usage outreach, churn off-boarding, renewal preparation, and proactive risk intervention
- Partner cross-functionally with Data Engineering, BI, Finance, RevOps, Product, and Sales to ensure CS data infrastructure is accurate, connected, and actionable
- Define and improve CS processes and workflows, identifying gaps and inefficiencies to drive measurable improvements in execution speed and consistency
- Support customer health scoring and segmentation models by refining signals, thresholds, and calibration that drive proactive CS engagement
- Translate complex data into clear narratives for leadership, including QBR contributions, board-level retention metrics, and ad-hoc strategic analyses
The role is based in Campbell, CA with a requirement to work from the office one day per week.
REQUIREMENTS:
- 5+ years in CS Operations, Revenue Operations, Business Operations, or similar role in B2B SaaS or enterprise technology company
- Proven track record of owning and delivering operational projects end-to-end, building processes and tools that act on data, not just analyzing data
- Strong proficiency with Salesforce (reporting, dashboards, data model navigation) and experience with BI tools and data warehouses (e.g., Snowflake, Looker, Tableau)
- Advanced Excel/Google Sheets skills and comfort working with structured data across multiple systems
- Experience designing and operationalizing playbooks, workflows, or standard operating procedures for customer-facing teams
- Strong communication skills—able to translate data into clear recommendations for both technical and non-technical stakeholders
- Self-directed and comfortable operating with high autonomy in a fast-paced, resource-constrained environment
NICE TO HAVE:
- Hands-on experience with AI/ML tools for workflow automation, content generation, or data analysis
- Experience with infrastructure, storage, or data platform technologies; understanding of enterprise IT buyer landscape
- Familiarity with customer health scoring models, churn prediction, or Net Revenue Retention analytics
- Background in program or project management coordinating across Engineering, Product, and Go-to-Market teams
- Experience building automation using scripting (Python, JavaScript) or low-code/no-code platforms
