BizOps Lead, Customer Success

Waystation AI•Redwood, CA

6d•Onsite

About The Position

The BizOps Lead, Customer Success will define, execute, and continually improve how Waystation delivers outcomes for its clients. This strategic operating role owns the client offering end to end, including which problems to address, how consulting services and the AI-powered platform work together, how clients are engaged from kickoff through renewal, and how value is demonstrated. The role works directly with the CEO, Chief of Staff, procurement experts, Product, and Engineering to translate client insights into the offering and product roadmap. The position owns post-sales client relationships and outcomes, builds the Customer Success operating system, and establishes the processes and metrics needed to support growth. It combines strategic problem-solving with hands-on client ownership and operational execution.

Requirements

4–6 years of experience, including time at a top-tier consulting firm.
Strategic problem-solving skills, including breaking down ambiguous problems and applying a first-principles approach.
Analytical and metrics-focused capabilities, including defining KPIs, sizing opportunities, and measuring and reporting performance.
Ability to translate customer needs into practical solutions and business outcomes.
Process-driven approach, with experience building processes or playbooks from scratch and driving their adoption.
Executive-level written and verbal communication skills, including the ability to guide leaders from context to a decision concisely.
Ability to work effectively with both C-level executives and procurement buyers.
Comfort with ambiguity and building processes from zero.
Hands-on experience with modern AI platforms and tools.
Preference for working in person and solving problems collaboratively.
Drive, judgment, pride in work, and customer centricity.

Nice To Haves

Experience at a high-growth startup in BizOps, Customer Success, Growth, or a similar function.
Customer Success, Account Management, or RevOps experience at a B2B software or services company.
Experience in CPG, food and beverage, supply chain, or procurement.
Experience with products that combine software and a service model.

Responsibilities

Own post-sales relationships for a portfolio of clients from onboarding through renewal and expansion, engaging with C-level executives and Procurement buyers at mid-market food, beverage, supplement, and pet brands.
Design and run onboarding and enablement so clients reach measurable value quickly, including connecting data, launching workflows, and identifying initial margin opportunities.
Build the Customer Success operating system, including playbooks, health metrics, tooling, and weekly cadence.
Proactively identify account risks and opportunities using qualitative insights and data.
Inform company strategy and the product roadmap based on customer insights.
Own and report on customer satisfaction and health metrics, including time-to-value, adoption, gross retention, and net retention.
Turn ambiguous questions about customer value, renewal pricing, and scaling Customer Success into recommendations and plans.