Customer Success Operations Manager, Moveworks
Customer Stories
$155-170k
Salary shown for candidates located in the Bay Area, other locations may vary. + Equity
More information about location
Enterprise-built conversational AI platform
Be an early applicant
Enterprise-built conversational AI platform
501-1000 employees
Be an early applicant
$155-170k
Salary shown for candidates located in the Bay Area, other locations may vary. + Equity
More information about location
501-1000 employees
Company mission
To make getting instant help at work effortless for employees.
Role
Who you are
- Customer-Obsessed Storyteller: You naturally translate customer experiences into compelling narratives that resonate with buyers
- Operational Architect: You think in systems and processes, seeing patterns where others see isolated events
- Data-Savvy Analyst: You're comfortable working with datasets, interpreting metrics, and finding insights that others miss
- AI-Native Builder: You leverage AI tools as creative partners, using ChatGPT, Claude, and similar platforms to amplify your impact
- Scrappy Self-Starter: You thrive in ambiguity, logic through scenarios independently, and build solutions without waiting for validation
- 2-5 years in customer success operations, revenue operations, customer marketing, or related field at B2B SaaS companies
- Proven track record of building operational programs from scratch
- Experience with CRM platforms (Salesforce preferred) and customer success tools
- Demonstrated ability to work with data and create actionable insights
- Strong writing and communication skills with ability to craft executive-ready content
- Comfort with AI tools and automation platforms (no coding required - we'll partner you with engineering)
What the job involves
- In this newly created role reporting to our Head of Customer Success Operations, you'll operationalize how we capture and leverage customer success at scale
- Rather than waiting for stories to emerge, you'll build systems that automatically detect story-worthy moments across Slack channels, recorded calls, and usage metrics - transforming raw customer experiences into powerful narratives that accelerate deals and deepen relationships
- Deliver at least 10 high-impact customer stories ("conversational nuggets") every month for GTM teams
- Surface competitive insights, AI investment strategies, and win stories from customer interactions
- Create clear guidance on how Customer Success can leverage these across our engagement model and customer journey, as well as how sales teams can utilize these stories with prospects
- Build and maintain a repository of hundreds of customer stories with identified champions
- Partner with Data Science to compile compelling statistics and identify narrative angles from customer data
- Create monthly digests of interesting stats with actionable insights for Customer Success teams
- Develop 20 targeted customer briefs per quarter highlighting business initiatives and value delivered
- Track story usage in deal cycles and measure opportunity influenced
- Design and implement AI-powered workflows using tools like Moveworks, Claude, ChatGPT, Gemini, etc., to automatically surface story opportunities
- Partner with engineering to build agents that scale story discovery and development
- Own and evolve the "Customer Stories" object in Salesforce, transforming it into a strategic story catalog
- Create systematic processes for monitoring customer Slack channels, call recordings, and success metrics
- Work closely with Customer Success to identify high-value stories across different use cases (healthcare, HR, frontline workers)
- Partner with Marketing to align story development with campaign needs and customer journey mapping
- Collaborate with Sales to understand story demand and ensure narratives address prospect objections
- Support executive team with strategic customer insights for board meetings and investor relations
- Building a Strategic Story Asset: Within 12 months, you've created a repository of 100+ customer success stories with identified champions, where many of those champions actively participate in advocacy activities (webinars, references, community engagement), transforming one-off wins into a systematic competitive advantage
- Proving Revenue Impact: Within 3 months your stories are included in, and influencing, active upsell and new logo opportunities
- Scaling Through AI Automation: Within 6 months you've implemented multiple AI-powered workflows that automatically surface story opportunities from customer channels, reducing story creation time while maintaining quality, allowing you to deliver high-impact stories with velocity
- Becoming the Go-To Intelligence Source: Within 9 months, Customer Success, Sales, and Marketing teams rely on your regular story drops and monthly insights to drive their strategies, making you indispensable to the GTM motion
Our take
Moveworks provides IT service and helpdesk support through an AI-driven chatbot. Its system utilizes information about an employee, such as their role and seniority level, to deliver the correct information or carry out processes. Moveworks claims to solve 30% of IT support tickets within weeks of implementation.
In 2024, Moveworks opened a data center in Australia and its service has seen strong uptake from large enterprise-level companies, where IT teams deal with hundreds of requests at a time, helping to minimize backlog and gain back employee time. As more and more workers move from office to home or hybrid, IT support requests have boomed, opening up the opportunity for Moveworks to expand its client pool and provide solutions to help with this change.
Competitors such as Electric offer similar automated IT support services, but Moveworks has invested heavily into creating an AI system that is conversational and easy to use. Automated solutions with machine learning capabilities can also identify cost-saving opportunities. When unused software licenses are estimated to cost companies billions of dollars a year, there is money to be made by identifying and removing these avoidable costs through AI.
Steph
Company Specialist at Welcome to the Jungle
Insights
97% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jun 2021
$200m
SERIES C
Nov 2019
$75m
SERIES B
Total funding: $305m
Company benefits
- Fully paid medical, dental, and vision coverage with no premiums
- Fully paid short-term disability, long-term disability, and life insurance
- Free daily meals
- Unlimited PTO
- Unlimited paid sick days
- 16 weeks of 100% paid parental leave
- Medical, family care, and military leave
- Competitive salary — we’re one of the best-paying companies in the Bay Area
- 401(k) with matching
- Equity and stock options
- Commuter and parking benefits
Company HQ
Mountain View, CA
Leadership
Bhavin Shah
(CEO)After an MA at Stanford, Bhavin worked as a Director at LeapFrog Enterprises before co-founding Gazillion after 5 years in 2005. They left their CEO role at Refresh to co-found Moveworks in June 2016.
Vaibhav Nivargi
(CTO)Vaibhav started their career as a Stanford University Research Scientist before working for Aster Data as a Software Engineer. Having started ClearStory Data in 2011, they co-founded Moveworks in 2016.
Varun Singh
(President)Varun worked for half a decade as SVP of Product at Sefaira before spending 2 years as Lead Product Manager at Facebook. They left in 2016 to co-found Moveworks.
Jiang Chen
(CTO of AI)Jiang took a PhD at Yale in Computer Science before working as a Columbia Research Scientist and spending 7 years at Yahoo! and Google. After a year at Airbnb, they co-founded Moveworks.
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