Location: Strong preference for someone local to the Bay Area/ Mountain View, HQ but open to remote.  In this newly created role reporting to our Head of Customer Success Operations, youll operationalize how we capture and leverage customer success at scale. Rather than waiting for stories to emerge, youll 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. <h4>What will you do?</h4> Story Generation &amp; Content Development <ul> <li>Deliver at least 10 high-impact customer stories (conversational nuggets) every month for GTM teams</li> <li>Surface competitive insights, AI investment strategies, and win stories from customer interactions</li> <li>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</li> <li>Build and maintain a repository of hundreds of customer stories with identified champions</li> </ul> Customer Intelligence &amp; Analytics <ul> <li>Partner with Data Science to compile compelling statistics and identify narrative angles from customer data</li> <li>Create monthly digests of interesting stats with actionable insights for Customer Success teams</li> <li>Develop 20 targeted customer briefs per quarter highlighting business initiatives and value delivered</li> <li>Track story usage in deal cycles and measure opportunity influenced</li> </ul> AI-Powered Automation &amp; Operations <ul> <li>Design and implement AI-powered workflows using tools like Moveworks, Claude, ChatGPT, Gemini, etc., to automatically surface story opportunities</li> <li>Partner with engineering to build agents that scale story discovery and development</li> <li>Own and evolve the Customer Stories object in Salesforce, transforming it into a strategic story catalog</li> <li>Create systematic processes for monitoring customer Slack channels, call recordings, and success metrics</li> </ul> Cross-Functional Collaboration <ul> <li>Work closely with Customer Success to identify high-value stories across different use cases (healthcare, HR, frontline workers)</li> <li>Partner with Marketing to align story development with campaign needs and customer journey mapping</li> <li>Collaborate with Sales to understand story demand and ensure narratives address prospect objections</li> <li>Support executive team with strategic customer insights for board meetings and investor relations</li> </ul> <h4>What Youll Achieve</h4> <ul> <li>Building a Strategic Story Asset: Within 12 months, youve 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</li> <li>Proving Revenue Impact: Within 3 months your stories are included in, and influencing, active upsell and new logo opportunities.</li> <li>Scaling Through AI Automation: Within 6 months youve 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.</li> <li>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.</li> </ul> <h4>What do you bring to the table?</h4> Core Competencies <ul> <li>Customer-Obsessed Storyteller: You naturally translate customer experiences into compelling narratives that resonate with buyers</li> <li>Operational Architect: You think in systems and processes, seeing patterns where others see isolated events</li> <li>Data-Savvy Analyst: Youre comfortable working with datasets, interpreting metrics, and finding insights that others miss</li> <li>AI-Native Builder: You leverage AI tools as creative partners, using ChatGPT, Claude, and similar platforms to amplify your impact</li> <li>Scrappy Self-Starter: You thrive in ambiguity, logic through scenarios independently, and build solutions without waiting for validation</li> </ul> Experience &amp; Skills <ul> <li>2-5 years in customer success operations, revenue operations, customer marketing, or related field at B2B SaaS companies</li> <li>Proven track record of building operational programs from scratch</li> <li>Experience with CRM platforms (Salesforce preferred) and customer success tools</li> <li>Demonstrated ability to work with data and create actionable insights</li> <li>Strong writing and communication skills with ability to craft executive-ready content</li> <li>Comfort with AI tools and automation platforms (no coding required - well partner you with engineering)</li> </ul> <h4>The X-Factor</h4> Were looking for someone earnest and compelling. You should be the person everyone wants to talk to because you ask the right questions and find the interesting angles. Youre that rare combination of analytical rigor and creative thinking who can see both the forest and the trees. You get energized by solving data puzzles, love the customer world, and naturally think about how to build systems that scale your impact. Compensation Range: $155,000 - $170,000 (for candidates located in the Bay Area)<div>*Our compensation package includes a market competitive salary, equity for all full time roles, exceptional benefits, and, for applicable roles, commissions or bonus plans.  Ultimately, in determining pay, final offers may vary from the amount listed based on geography, the role’s scope and complexity, the candidate’s experience and expertise, and other factors. Moveworks Is An Equal Opportunity Employer *Moveworks is proud to be an equal opportunity employer. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, veteran status, or any other characteristics protected by law. <h4>Who We Are </h4> Moveworks is an AI Assistant that helps all employees find information, automate tasks, and be more productive. We give the entire workforce one interface to get answers and take action across every enterprise system. And for developers, we make it easy to build and deploy AI agents that bring the power of Moveworks to every business process or workflow. It’s all powered by a pioneering Reasoning Engine paired with an Agentic Automation Engine that, together, are able to handle even the most complex requests by understanding queries, then building and executing intelligent plans to fulfill them — in seconds. Founded in 2016, Moveworks has raised $315M in funding, and eclipsed $100M in ARR in 2024 thanks to our award-winning product and team. Along the way, we’ve earned recognition as a leader in the Forrester Wave for Conversational AI Platforms for Employee Services, as a member of the Forbes Cloud 100 and AI 50 lists, and as one of America’s Most Loved Workplaces according to Newsweek.  Today, Moveworks has over 500 employees in six offices globally, and is backed by some of the worlds most prominent investors including Kleiner Perkins, Lightspeed, Bain Capital Ventures, Sapphire Ventures, Iconiq, and more. Over 350 leading organizations like Marriott, Databricks, Toyota, CVS Health, and Honeywell trust Moveworks to increase operational efficiency, enhance the employee experience, and drive lasting AI transformation. Come join one of the most innovative teams on the planet!</div>