Sr. Customer Success Operations Manager

Customers trust the Alation Data Intelligence Platform for self-service analytics, cloud transformation, data governance, and AI-ready data, fostering data-driven innovation at scale. With more than $340M in funding – valued at over $1.7 billion and nearly 600 customers, including 40% of the Fortune 100 — Alation helps organizations realize value from data and AI initiatives.

Alation has been recognized in 2024 as one of Inc. Magazine's Best Workplaces for the fifth time, a testament to our commitment to creating an inclusive, innovative, and collaborative environment. 

Collaboration is at the forefront of everything we do. We strive to bring diverse perspectives together and empower each team member to contribute their unique strengths to live out our values each day. These are: Move the Ball, Build for the Long Term, Listen Like You’re Wrong, and Measure Through Customer Impact. 

Joining Alation means being part of a fast-paced, high-growth company where every voice matters, and where we’re shaping the future of data intelligence with AI-ready data. 

Join us on our journey to build a world where data culture thrives and curiosity is celebrated each day!

Job Description:

Customer Solutions Strategy & Operations Manager

Location: Redwood City, CA (Hybrid)
#LI-WR1

Customers trust the Alation Data Intelligence Platform for self-service analytics, cloud transformation, data governance, and AI-ready data—fostering data-driven innovation at scale. With more than $340 million in funding and a valuation over $1.7 billion, Alation serves nearly 600 customers, including 40% of the Fortune 100, helping them realize value from their data and AI initiatives.

Alation has been recognized in 2024 as one of Inc. Magazine's Best Workplaces for the fifth time—underscoring our commitment to creating an inclusive, innovative, and collaborative environment.

At Alation, collaboration is at the forefront of everything we do. We strive to bring diverse perspectives together and empower each team member to contribute their unique strengths while living out our values every day:

• Move the Ball

• Build for the Long Term

• Listen Like You’re Wrong

• Measure Through Customer Impact

Joining Alation means being part of a fast-paced, high-growth company where every voice matters and where we’re shaping the future of data intelligence with AI-ready data.

Job Summary

We are looking for a strategic, analytical, and execution-focused leader to join our Customer Solution Strategy & Operations (CS) team. This hybrid role blends strategy, program management, and operations and partners closely with the VP of Customer Success and cross-functional leaders.

You’ll design scalable programs, optimize team workflows, and surface insights that help the Customer Success (CS) team operate more effectively—ultimately driving measurable customer outcomes.

This is a hybrid role based in Redwood City, where you'll have the opportunity to collaborate in person, foster team connection, and thrive in a supportive atmosphere.

What You’ll Do

Strategic Program Leadership & Operating Model Design

• Partner with CS leadership to define OKRs, key priorities, and refine the CS operating model, ensuring alignment between operational initiatives and business goals.

• Lead and execute high-impact programs (e.g., Account Risk Management, Executive Sponsor), from scoping and planning to delivery.

• Define and manage essential business cadences such as renewal forecasting, headcount planning, and compensation modeling to support growth and retention.

Scalable Process & Systems Optimization

• Collaborate with CS leaders to streamline and operationalize CS workflows to improve efficiency and customer impact.

• Gather requirements and implement solutions in the CS tech stack (Salesforce, Clari, Workato), prioritizing automation and usability.

• Build and maintain documentation including SOPs, templates, and playbooks to support adoption and ensure regional consistency.

Customer Insights & Data Intelligence

• Develop and manage dashboards and reports for key CS KPIs and metrics.

• Partner with Data teams to structure and visualize customer data, enabling CS teams with actionable insights.

• Analyze metrics to identify trends, opportunities, and risks, inform