Senior Analyst, Customer Success Operations

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

📋 Description

• Collaborate closely with Customer Success leadership to track business performance, pinpoint risks, and enhance operational efficiencies.

• Develop and sustain scorecards and reports that reflect customer health, adoption, retention, renewal readiness, and team efficacy.

• Examine customer and operational data to detect trends, reveal root causes, and formulate actionable insights.

• Assist in forecasting, capacity modeling, resource allocation, and performance oversight.

• Facilitate regular business reviews and operational meetings.

• Oversee governance of customer health initiatives, renewal readiness assessments, and management processes for at-risk accounts.

• Collaborate with Customer Success, Sales, Professional Services, Subscription Management, and Operations teams to enhance customer outcomes and diminish retention risks.

• Partner with Business Intelligence and Systems teams to elevate data quality, automate reporting, and scale operational workflows.

• Spearhead strategic projects and special initiatives for Customer Success leadership.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Success Operations, Revenue Operations, Sales Operations, Business Analytics, or a related discipline.

• Strong analytical skills and business intelligence expertise, including experience in dashboard creation and executive-level reporting.

• Proficient in forecasting, business planning, capacity evaluation, and data modeling.

• Demonstrated ability to influence cross-functional stakeholders and achieve results without direct authority.

• Outstanding communication and presentation skills suitable for executive audiences.

• Experience with Salesforce, Gainsight (or comparable CS platform), Power BI/Tableau, and advanced Excel.

• Preference for candidates with experience in subscription, SaaS, or renewal-oriented business models.

• Bachelor's degree in Business, Finance, Analytics, or a related field.

• Must be authorized to work in the United States without the need for current or future sponsorship from PTC.

🏝️ Benefits

• Employee share purchase program (ESPP) that allows for the purchase of discounted PTC stock.

• Certain positions may qualify for equity programs.

• Comprehensive medical, dental, and vision insurance.

• Paid time off and sick leave.

• Tuition reimbursement opportunities.

• 401(k) contributions with employer matching.

• Flexible spending accounts.

• Life insurance coverage.

• Disability insurance.

• Generous commuter subsidy for employees assigned to the office.