Customer Success Operations Analyst

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Oversee and sustain Subscriber Success platforms, which encompass Internal Systems, Vitally, Onboard.io, Staircase, and associated tools.

• Convert approved strategies and processes into system setups, workflows, automations, playbooks, lifecycle stages, templates, and user experiences.

• Collaborate with stakeholders to comprehend desired business outcomes, clarify requirements, and pinpoint dependencies or constraints.

• Suggest technically sound alternatives when requested solutions could introduce unnecessary complexity or fail to meet the intended objectives.

• Configure and manage health scores, success plans, onboarding workflows, alerts, tasks, segmentation rules, and other operational elements.

• Develop dashboards and reports to track onboarding, subscriber health, engagement, adoption, risk, and operational performance.

• Assist with data fields, permissions, integrations, imports, exports, and data synchronization across Subscriber Success systems.

• Monitor data quality and system performance, troubleshoot issues, and coordinate with internal teams or vendors as necessary.

• Test system changes and ensure configurations function as intended without disrupting existing workflows.

• Maintain documentation for systems, business rules, troubleshooting procedures, user guides, and training materials.

• Provide system support and training to users, identifying root causes and addressing issues clearly and promptly.

• Manage assigned system requests based on priorities set by Subscriber Success leadership.

• Collect user feedback and usage insights to enhance usability, reliability, data visibility, and process efficiency.

• Stay up-to-date on platform and emerging AI capabilities, recommending practical opportunities to enhance system administration and operational efficiency.

• Occasional travel may be required for team meetings, company events, conferences, or other business needs.

⛳️ Requirements

• Bachelor’s degree in Business, Information Systems, Analytics, Mathematics, Engineering, Computer Science, or a related field, or equivalent practical experience.

• 3-5 years of professional experience in Customer Success Operations, business systems, analytics, process improvement, SaaS administration, or a related operational or technical role.

• Strong technical aptitude and the ability to quickly learn unfamiliar software systems.

• Strong analytical, mathematical, and problem-solving skills, with exceptional attention to detail.

• Process-oriented mindset and a keen interest in understanding how work flows across people, systems, and teams.

• Capability to translate business requirements into clear system configurations and implementation steps.

• Ability to ask insightful questions, challenge ambiguous assumptions, and propose alternatives while respecting established decision-making authority.

• Excellent organizational skills and the ability to handle multiple requests and priorities effectively.

• Strong written and verbal communication skills, including the ability to convey technical concepts to non-technical users.

• Proficiency in Microsoft Office, especially Excel.

• Ability to work independently in a remote setting while collaborating effectively with stakeholders.

• Proven proficiency in using generative AI tools for research, analysis, troubleshooting, documentation, and enhancing operational efficiency.

• Interest in Subscriber Success, Customer Success Operations, business systems, process improvement, SaaS administration, and emerging AI capabilities.

• Preferred but not required: Experience with Vitally, Onboard.io, Staircase, a Customer Success platform, CRM, or other SaaS business systems.

• Preferred but not required: Experience in reporting, data visualization, SQL, system integrations, or workflow automation.

• Preferred but not required: Internship, academic, volunteer, or project experience involving systems, analytics, process design, technology, or operations.

• Occasional travel may be required for team meetings, company events, conferences, or other business needs.

🏝️ Benefits

• Annual bonus programs.

• Regular team-building events.

• Off-cycle reviews.

• Happy hours.

• Virtual events.

• Benchmark Gensuite Team Member Networks, including the Respect for Diversity Group and the Sustainability Group.

• Reimbursement for travel expenses, including transportation, accommodation, and meals, according to the company’s travel policy.