Customer Success Operations Analyst

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

📋 Description

• Develop and implement enhancements to optimize Customer Success operations.

• Ensure that new workflows minimize friction and allow CSMs more time for customer-facing engagements.

• Keep current process documentation updated as the team progresses.

• Assist in the development, documentation, and management of essential Customer Success business processes, including forecasting, renewal assessments and management, and operational cadence.

• Analyze data to identify renewal health, opportunities for expansion, and risks of churn.

• Assess new tools and aid in their implementation and adoption efforts.

• Extract data from Salesforce, Gong, and other platforms to provide insights on CSM activities and customer engagement.

• Collaborate with Customer Success leadership to pinpoint gaps in metrics and reporting.

• Work together with Business Systems to improve source systems like Salesforce.

• Manage and monitor key operational initiatives within Customer Success, including process enhancements, tool implementations, retention strategies, save plays, and reference customer programs.

• Aid in measuring and refining initiatives while tracking KPIs and results against established success metrics.

• Coordinate efforts across Customer Success leadership, Digital Success, Product, Sales, and other departments to ensure alignment of initiatives.

⛳️ Requirements

• 1–3 years of experience in a business analytical capacity, preferably in Business Operations, Sales Operations, or Customer Success Operations.

• Strong business sense and exceptional interpersonal skills.

• Knowledge of Customer Success operations, KPIs, and processes.

• Minimum of 1 year of experience with Salesforce (mandatory).

• Excellent proficiency in Excel.

• Highly analytical with a data-driven mindset.

• Strong project management capabilities.

• Organized, collaborative, and an effective problem solver.

• Proactive, resourceful, and adaptable to changing environments.

• Ability to work independently in a dynamic work setting.

• Nice-to-have: experience with Salesforce CPQ, Gong, Customer Success Platforms (CSPs), and other related tools.

• Background checks are mandatory for employment where permitted by country, state/province.

🏝️ Benefits

• Additional bonus eligibility may be applicable.

• Confidential management of applicant information.

• Equal opportunity workplace offering non-discriminatory employment.