Customer Success Operations Analyst

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

📋 Description

• Assist in the implementation and ongoing management of Vitally.

• Develop and sustain customer health scores, lifecycle stages, and customer segments.

• Set up playbooks, workflows, alerts, and automation rules.

• Ensure the integrity of account and user data within Vitally.

• Support the testing and deployment of new features and processes.

• Oversee integrations between Vitally, CRM, product usage platforms, support systems, and data warehouses.

• Detect and resolve data quality issues.

• Create and maintain dashboards for Customer Success leadership.

• Monitor KPIs such as adoption, engagement, renewals, churn risk, and customer health.

• Document processes and workflows related to Customer Success.

• Suggest enhancements for customer lifecycle management.

• Collaborate with Customer Success Managers, Revenue Operations, Product, and Engineering teams.

⛳️ Requirements

• A Bachelor's degree or equivalent experience in Business, Analytics, Information Systems, Operations, or a related field.

• 0–3 years of experience in Customer Success, Business Operations, Revenue Operations, Data Analytics, or SaaS environments.

• Strong analytical and problem-solving abilities.

• Proficiency in Excel or Google Sheets.

• Exceptional communication and organizational skills.

• Keen attention to detail and capability to manage multiple priorities.

• Exposure to Customer Success platforms such as Vitally, Gainsight, Planhat, ChurnZero, or Totango (preferred).

• Experience with Salesforce, HubSpot, Zendesk, or similar systems (preferred).

• Basic knowledge of SQL (preferred).

• Familiarity with SaaS business models and customer lifecycle concepts (preferred).

• Experience working with dashboards and BI tools (preferred).

🏝️ Benefits

• Equal Opportunity Employer.

• Commitment to diversity and inclusion.