Customer Success Operations Senior Analyst
Core
Strategic Business Partner to the global Customer Success team, driving operational health, retention forecasting, and process improvement to protect and grow recurring revenue.
Role type
Senior IC Customer Success Operations Analyst
Builds
Operational health of the customer base and scalable CS processes
Domain
SaaS / Customer Success / Revenue Operations
Deliverable
dashboards & analysis
Required skills
Salesforce (reporting, dashboards, data architecture), Gainsight (Success Plans, Playbooks, Health Scoring), Retention Forecasting, Portfolio Management, Ad Hoc Analysis, Lifecycle Management, KPI Monitoring, Process Improvement, Meeting Management, QBR preparation
Preferred skills
Cross-functional project management, proactive problem solving
Technologies
Salesforce, Gainsight
Responsibilities
Support CSM regional managers and 1st line managers worldwide; Participate in Retention Forecasting, CSM Data Operations, and portfolio management support; Manage Reporting Requirements and perform Ad Hoc analysis to drive executive decision-making; Participate in Accounts Allocation, customer lifecycle tracking, and monitoring of Success KPIs; Review and improve Success processes to support global integration and scalability; Drive the leadership drumbeat by managing Meeting Agendas & Notes, and preparation for QBRs, All Hands, and Off-sites; Liaise with ISD to validate Tool Requirements and ensure system workflows align with CS operational needs.
Seniority
Senior, hands-on IC