Full-Time Customer Success Operations Analyst

We are seeking a strategic and analytical Customer Success Operations Analyst to optimize processes, data, and technology that drive retention, expansion, and efficiency within our Customer Success (CS) organization.

Responsibilities:

• Monitor CSM touch points to drive optimal adoption and NPS.
• Enhance customer engagement and satisfaction processes.
• Develop and implement strategies to increase customer retention and satisfaction.
• Improve invoicing, receivables, and payment collection.
• Coordinate communications with CSM team for email outreach and templates.
• Monitor at-risk renewals, and help design playbooks for CSMs.
• Analyze customer data and trends for improvements.
• Coordinate cross-functional processes to meet renewal and upsell targets.
• Relay customer feedback to Product and align with Support on resolution of cases.
• Provide feedback to Sales on customer readiness.
• Support the Onboarding team.
• Provide daily leadership and status reports.
• Report past results (retention), current state (NPS, account health, CSAT), forecasts (renewal, upsell).
• Track KPIs and analyze trends, making recommendations for improvements.
• Maintain data accuracy around operational tasks, renewals, and upsells.
• Ensure seamless CRM integration.
• Drive adoption of CS tools and best practices.
• Partner with Sales, Product, and Marketing for pre-sales/post-sales alignment.
• Forecast renewals and expansions accurately with Finance and RevOps.
• Support training for CSMs.

Deliverables:

• Customer health scorecards with real-time insights.
• Quarterly retention and expansion reports.
• Standardized CS processes and playbooks.
• Optimized tech stack strategy.
• Forecasting models for churn and growth.

Requirements:

• 3-5+ years in Customer Success Operations, Revenue Operations, or related role.
• Experience with CRM tools (Salesforce, HubSpot, etc.).
• Understanding of customer lifecycle, retention, and expansion.
• Proficiency in data analytics, reporting tools (Tableau, Looker, etc.), CPQ tools, and Excel/Google Sheets.
• Exceptional project management skills.
• Strong communication and stakeholder management skills.
• Ability to navigate ambiguity and drive results.
• Bachelor's degree in Business, Data Analytics, or related field (preferred).

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