Senior Analyst, Customer Success Operations
Core
Build and maintain reporting on core Customer Success metrics (NRR, GRR, renewal rate, usage KPIs) and support strategic project delivery for the revenue organization.
Role type
Senior Analyst, Customer Success Operations
Builds
Operational reporting, analytics, and strategic initiatives for the revenue organization
Domain
B2B SaaS / AI / Market Intelligence
Deliverable
dashboards & analysis
Required skills
Customer Success metrics (NRR, GRR, renewal rate), SaaS metrics (MAU, DAU), cross-functional project management, ambiguity navigation, Salesforce, Gainsight, forecasting tools (Clari, Gong)
Preferred skills
SQL, data warehouse tools (Snowflake, BigQuery), BI platforms (Tableau), pre-sales exposure
Responsibilities
Build and maintain reporting on core Customer Success metrics; Partner with cross-functional teams on large and complex projects; Support program delivery across the customer base; Surface early signals to CS leadership; Contribute to strategic projects like CS Platform and Usage Based Pricing
Seniority
Mid-level, hands-on IC
