BizOps Lead, Customer SuccessWaystation AI | Redwood City, CA | In-person, 5 days/week | Full time
Why this role mattersDelivering for our customers is critical to our success. We have the opportunity to drive immense value for our customers in the form of margin. As an AI-native services business, we leverage both product and our team to drive outcomes for our customers. This role will own defining, executing, and constantly improving how we do this across our customers, today and as we scale.
You'll shape the client offering end to end: which problems we solve first, how our consulting services and platform come together, how we engage from kickoff through renewal, and how we prove value. You'll work directly with the CEO, our Chief of Staff, our procurement experts, Product and Engineering to turn what you learn from clients into the offering and roadmap we commit to.
This is a strategic operating role. You'll define our strategy, build the playbook, and own client relationships and outcomes. If you've done the consulting tour, moved to a startup, and want to both set the direction and own the results, read on.
What you'll do- Own the post-sales relationship for our portfolio of clients- onboarding through renewal and expansion - 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 fast: data connected, workflows live, first margin opportunities identified
- Build the Customer Success operating system: playbooks, health metrics (time-to-value, adoption, gross and net retention), tooling, and weekly cadence
- Proactively identify risks and opportunities within accounts, using both qualitative insight and data to guide action
- Inform our strategy and product roadmap based on customer insights
- Own and report on customer satisfaction and health metrics.
- Take ambiguous questions - which clients get the most value and why, how we price renewals, what CS looks like at 3x the clients - and turn them into a recommendation and a plan
What we're looking forWe care far more about drive, judgment, and pride than pedigree. For this role, the strongest signal is the combination of consulting rigor, operational excellence, and customer centricity.
You might be a fit if you:
- Have 4-6 years of experience, including time at a top-tier consulting firm. You may also have experience at a high-growth startup in BizOps, Customer Success, Growth, or similar.
- You are a strategic problem solver. You break down ambiguous problems and apply a first principles approach to solving them.
- You are analytical and metrics-focused. You can define KPIs, size opportunities, and measure and report on performance.
- Are able to translate customer needs into practical solutions and business outcomes.
- Are process-driven and have built processes or playbooks from scratch and seen it through to adoption.
- Communicate at an executive level, written and verbal: you can take a leader from context to decision in one page. You can be as effective with C-Level as you can with a procurement buyer.
- Are comfortable with ambiguity and building from zero. Processes will be missing; you'll build them
- Have hands-on experience with modern AI platforms and tools
- Prefer being in the room, in person, solving problems together
- Take pride in your craft and your reputation
Experience that helps (but isn't required):
- Customer Success, Account Management, or RevOps at a B2B software or services company
- CPG, food and beverage, supply chain, or procurement
- Products that combine software with a service model
Not a fit if you want a pure analytics or strategy role, don't want to interact with customers, need an established playbook to run, or prefer recommending over owning the result.
Values- We are reliable, credible, and authentic
- We are solution-oriented
- We are proud of our work, our customers, and ourselves
What we offer- Competitive base salary
- Meaningful equity
- Direct mentorship from a repeat founder & CEO (Ryan) and former Head of BizOps at Faire (Katie)
- Real ownership of how our clients succeed and grow with us
- Full health, dental, and vision coverage
- Unlimited vacation
- A product and mission you'll be proud to work on
- A team you'll be proud to build with every day
Hiring process- Intro conversation with Ryan (CEO) or Katie (Chief of Staff)
- Working session: a real client scenario - diagnose where they stand and build the plan
- Team conversations
- References and offer
