Senior Customer Success Operations Analyst - Remote

Overview

As a Senior Customer Success Operations Analyst, you will play a critical role in accelerating our revenue growth through customer expansion and retention. This role helps deliver exceptional value to our clients by optimizing processes, systems, and data that enable our Customer Success teams.

In Short

• Design, implement, and manage processes and workflows to improve the efficiency of the Customer Success team.
• Support Customer Success leadership in designing and ensuring smooth onboarding, training, and management of customers throughout their lifecycle.
• Optimize customer health scoring and reporting mechanisms to ensure actionable insights.
• Build, maintain, and improve reporting and dashboards to track key performance indicators (KPIs).
• Collaborate with the Revenue Operations team to align customer success data with sales, marketing, and product analytics.
• Take ownership of and manage our Customer Success platform (Gainsight) and other tools.
• Lead initiatives to integrate and streamline systems.
• Drive continuous improvement of internal processes to enhance customer onboarding, retention, and account growth.
• Develop playbooks, SOPs, and best practices for the Customer Success team.
• Work with Customer Success leadership to support strategic initiatives.

Requirements

• 3-5 years of experience in a Customer Success Operations analysis focused role.
• Strong understanding of Customer Success processes, systems, and metrics.
• Expert with Customer Success platforms (ie: Gainsight).
• Process optimizer who thrives on building efficient workflows and systems.
• Data-driven problem solver who loves turning insights into action.
• Excellent communication and project management skills.
• Ability to work cross-functionally and manage stakeholders at all levels.

Benefits

• Flexibility in your chosen hours of work.
• Opportunities for growth based on merit, skill, and initiative.
• Friendly, welcoming, and team-oriented atmosphere.
• Creative and innovative environment.
• Fully paid Health / dental benefits offered immediately.
• Monthly reimbursement toward a health and wellness program.
• Extracurricular social events.