BizOps Lead, Customer Success

Biz Ops Lead, Customer Success

Way station AI | Redwood City, CA | In-person, 5 days/week | Full time

Way station is an AI Native Sourcing Consulting Services business for consumer packaged goods (CPG) procurement. We leverage technology and procurement experts, via technology and consulting arrangements, to help clients improve margin.

We advise CPG procurement teams on how their sourcing should actually run - where spend and supplier data break down, where margin leaks, and what a better operating model looks like - and we operationalize it through a combination of consulting services and the AI-powered platform.

Way station is led by repeat founder and CEO Ryan Caldbeck (previously founded Circle Up). Before writing a line of code, we conducted 200+ customer interviews to validate the problem. Today, we have paying customers, real usage, and real impact.

We're backed by top-tier investors, including Founder Collective, Homebrew, Slow Ventures, and 87 Capital.

Delivering 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.

• 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

We 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 Biz Ops, 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 Rev Ops 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…