Senior Customer Success Operations Analyst

Wiz, Inc.

6d•$120,000 - $165,000

About The Position

Come join the company that is reinventing cloud security and empowering businesses to thrive in the cloud. As the fastest-growing startup ever, Wiz is on a mission to help organizations secure cloud environments that will accelerate their businesses. Trusted by security teams all over the world, we have a proven track record of success and a culture that values world-class talent. Our Wizards from over 20 countries work together to protect the infrastructure of our hundreds of customers, including over 50% of the Fortune 100, who trust us to scan and secure over 230 billion files daily. We’re the leading player in a massive and growing market, but it’s still early enough for you to make a significant impact. At Wiz, you’ll have the freedom to think creatively, dream big, and use your full range of skills to contribute to our record growth. Come join our team and help us create secure cloud environments that allow the best companies to move faster. 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.

Requirements

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

Nice To Haves

Experience with cloud security or cybersecurity is a plus

Responsibilities

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

Benefits

Medical, dental and vision insurance
Home Office Setup reimbursement
Flexible Spending Accounts
Monthly Connectivity reimbursement
Employee Assistance Program (EAP)
Short- and Long-term Disability Insurance
Life & Accident Insurance
401(k) Retirement Savings Plan (with employer match)
Flexible paid time off + 11 paid holidays
Paid leave programs, including parental, pregnancy health, medical and bereavement leave