Brooklyn, United States

Remote

CoreWeave is a specialized cloud provider, delivering a massive scale of GPU compute resources on top of the industry’s fastest and most flexible infrastructure. CoreWeave builds cloud solutions for compute intensive use cases — VFX and rendering, machine learning and AI, batch processing, and Pixel Streaming — that are up to 35 times faster and 80% less expensive than the large, generalized public clouds. Learn more at www.coreweave.com.

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.

Hybrid Workplace

Successful candidates will be expected to attend onboarding training at our NJ Headquarters for up to 2 weeks within their first month of employment, with subsequent quarterly travel requirements of 1 week duration.

If you reside within a 30-mile radius of our New Jersey, New York, Philadelphia, Sunnyvale or Bellevue offices, we're excited for you to join us at the office at least three times a week, recognizing the significance we place on fostering connections, collaboration, and creativity within our office culture. Our commitment to operating as a hybrid workplace underscores our dedication to enabling our employees to tailor their work-life balance to their individual preferences

Why CoreWeave?

At CoreWeave, we work hard, have fun, and move fast! We’re in an exciting stage of hyper-growth that you will not want to miss out on. We’re not afraid of a little chaos, and we’re constantly learning. Our team cares deeply about how we build our product and how we work together, which is represented through our core values:

Be Curious at your Core
Act like an Owner
Empower Employees
Deliver Best In-Class Client Experience
Achieve More Together

We support and encourage an entrepreneurial outlook and independent thinking. We foster an environment that encourages collaboration and provides the opportunity to develop innovative solutions to complex problems. As we get set for take off, the growth opportunities within the organization are constantly expanding. You will be surrounded by some of the best talent in the industry, who will want to learn from you, too. Come join us!

Benefits

We offer a competitive salary and benefits, including:

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
A casual work environment
Work culture focused on innovative disruption

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].

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