BizOps Lead, Customer Success

Waystation AI • Temecula, CA

1d • Onsite

About The Position

Waystation AI is an AI Native Sourcing Consulting Services business for consumer packaged goods (CPG) procurement. They leverage technology and procurement experts to help clients improve margin by advising CPG procurement teams on sourcing operations, identifying spend and supplier data breakdowns, margin leaks, and implementing better operating models through consulting services and an AI-powered platform. The company was founded by a repeat founder and CEO, Ryan Caldbeck, and has paying customers and demonstrated impact. Waystation AI is backed by prominent investors including Founder Collective, Homebrew, Slow Ventures, and 87 Capital.

This role is critical for Waystation AI's success, focusing on delivering immense value to customers through margin improvement. The BizOps Lead will shape the client offering end-to-end, determining which problems to solve, how consulting services and the platform integrate, engagement strategies from kickoff to renewal, and methods for proving value. This individual will collaborate directly with the CEO, Chief of Staff, procurement experts, Product, and Engineering teams to translate client learnings into the offering and product roadmap. This is a strategic operating role where the individual will define strategy, build the playbook, and own client relationships and outcomes, suitable for someone with consulting experience who wants to move into a startup environment to set direction and own results.

Requirements

• 4-6 years of experience, including time at a top-tier consulting firm or a high-growth startup in BizOps, Customer Success, Growth, or a similar role.
• Strategic problem-solving skills with the ability to break down ambiguous problems using a first principles approach.
• Analytical and metrics-focused, capable of defining KPIs, sizing opportunities, and measuring/reporting performance.
• Ability to translate customer needs into practical solutions and business outcomes.
• Process-driven with experience building processes or playbooks from scratch and ensuring adoption.
• Executive-level communication skills (written and verbal), able to convey context and decisions concisely.
• Comfort with ambiguity and building from zero.
• Hands-on experience with modern AI platforms and tools.
• Preference for in-person collaboration to solve problems.
• Pride in one's craft and reputation.

Nice To Haves

• 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 with a service model.

Responsibilities

• Own the post-sales relationship for clients, including onboarding, renewal, and expansion, engaging with C-level executives and Procurement buyers.
• Design and execute onboarding and enablement processes to ensure clients achieve measurable value quickly.
• Build the Customer Success operating system, including playbooks, health metrics, tooling, and cadences.
• Proactively identify risks and opportunities within client accounts using both qualitative insights and data.
• Inform strategy and product roadmap based on customer insights.
• Own and report on customer satisfaction and health metrics.
• Address ambiguous questions regarding client value, pricing, and scaling Customer Success, translating them into actionable recommendations and plans.

Benefits

• Competitive base salary
• Meaningful equity
• Direct mentorship from a repeat founder & CEO and former Head of BizOps at Faire
• Real ownership of client success and growth
• Full health, dental, and vision coverage
• Unlimited vacation

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed