Customer Success Operations Analyst

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

📋 Description

• Take ownership of the reporting and automation framework for Customer Success.

• Convert stakeholder requirements for account health, QBR/EBR presentations, and executive dashboards into actionable field-level specifications.

• Develop reporting and automation solutions utilizing the Customer Success data mart.

• Design deterministic and AI/LLM-driven automation workflows.

• Streamline renewal/adoption monitoring, ticket triage, diagnostics, and cross-platform processes through automation.

• Integrate Zendesk with Salesforce, Slack, and the data warehouse to minimize manual handoffs.

• Assist in establishing a secure, auditable data access framework in collaboration with Business Systems and Security.

• Ensure data quality and maintain documentation for Customer Success data sources.

• Collaborate with Business Systems, Product/Engineering, and Customer Success teams.

⛳️ Requirements

• Employ an AI-first mindset to problem-solving, assessing agentic or LLM-driven workflows.

• Proven hands-on experience with Databricks or a similar modern data platform.

• Skilled in querying and data modeling for governed marts, as well as creating metric and semantic views.

• Familiar with Python or another scripting language for data transformation and automation tasks.

• Excellent communication abilities to convert vague business reporting needs into specific data requirements.

• Experience with Salesforce data and/or customer success platforms such as Totango, Zendesk, or Gainsight is advantageous.

• Knowledge of data access governance and security best practices, especially concerning customer-tenant data.

• Comfortable navigating ambiguity and collaborating with engineering/business systems teams.

• Previous experience in designing or implementing automation for technical support workflows and cross-platform integrations is beneficial.

• Background in cybersecurity, SaaS security, or a technical B2B SaaS environment is a plus, but not mandatory.

• Proof of identity and legal authorization is required for all new hires.

🏝️ Benefits

• Competitive salary with equity options and a 401k plan.

• Comprehensive health insurance package that includes dental and vision coverage.

• Flexible paid time off along with paid holidays.

• 12 weeks of parental or family leave for new parents.

• Access to personal and professional development resources.