Senior Customer Success Operations Analyst

SUMMARY

The Customer Success Operations team aims to accelerate Wiz’s growth by driving strategy, planning and execution for Wiz’s Success teams. As we continue to grow at an incredible speed, we work to ensure each team member is set up 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.

As a Senior Customer Success Operations Analyst at Wiz, you’ll work collaboratively to execute key initiatives in support of our Global Customer Success Organization. You’ll play a critical role in maturing and scaling our Success organization, designing scalable frameworks, and operationalizing premium service offerings that deliver best-in-class experiences for our customers. This is a high-impact role that directly contributes to customer satisfaction, operational efficiency, and long-term growth.

A successful candidate for this role works in strategic partnership with our Success teams – Technical Account Management and Customer Engagement - to identify priorities, execute impactful programs and processes, and drive accountability by measuring results.

Location

We are focused on candidates located in Eastern time zone.

WHAT YOU’LL DO

• 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

WHAT YOU’LL BRING

• 5+ 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 decisionmaking
• 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