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, informing strategies around segmentation, resourcing, and risk mitigation.
- Collaborate with leadership to define and track KPIs like NRR, GRR, and CLV.
Change Management & Cross-Functional Enablement
- Represent CS operational needs across Product, Sales, Marketing, and Finance, ensuring alignment with customer outcomes.
- Drive adoption of tools, workflows, and systems through change management and targeted enablement.
- Provide strategic support and resources to CSMs, AMs, and CS leaders to increase team effectiveness.
What You Bring
Qualifications
- 7–10+ years in Customer Success, Strategy & Operations, or Sales Operations within enterprise or growth-stage SaaS companies.
- Proven track record of managing cross-functional programs, change management, and stakeholder communications.
- Deep experience with CS and business systems such as Gainsight, Planhat, Salesforce, Sigma, Asana, or Monday.
- Ability to drive adoption of new tools/processes in fast-paced environments.
- Strong understanding of SaaS customer lifecycles, retention levers, and financial metrics.
- Exceptional executive presence—can influence at all levels and lead through ambiguity.
Key Skills
- Analytical: Skilled in processing and synthesizing quantitative/qualitative data to generate insights.
- Organized: Strong project planning, task prioritization, and time management.
- Detail-Oriented: High attention to detail while maintaining focus on strategic goals.
- Proactive: Self-starter who introduces new ideas and actions without prompting.
- Execution-Oriented: Drives complex initiatives from concept through completion.
- Adaptable: Comfortable navigating change and shifting priorities.
Compensation
Base Salary Range (US only):
$93,864.00 - $126,717.00
The base salary range represents the minimum and maximum target range for new hire salaries across all U.S. locations. Actual salary may vary based on location, experience, education, internal equity, and role scope.
Additional Information
Alation is proud to be an Equal Employment Opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, genetic information, or any other protected status.We are committed to providing reasonable accommodations for individuals with disabilities during our hiring process. If you need an accommodation, please let us know.
Alation participates in E-Verify.
To learn more, view the E-Verify and Right to Work posters.
Compensation Pay Range:$93,864.00 - $126,717.00
Salary InformationThe base salary range is specific to the United States. The salary of the final candidate selected for this role will be set based on a variety of factors, including but not limited to internal equity, experience, education, work location, specialty and training. If the final candidate has a different level of experience, the base salary target range may be lower or higher than what is published.Alation, Inc. is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regards to that individual’s race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
The Company will strive to provide reasonable accommodations to permit qualified applicants who have a need for an accommodation to participate in the hiring process (e.g., accommodations for a job interview) if so requested. This company participates in E-Verify. Click on any of the links below to view or print the full poster. E-Verify and Right to Work.
