Full-Time Customer Success Operations Analyst

We are seeking a highly analytical and collaborative Customer Success (CS) Operations Analyst to join our team. In this pivotal role, you will drive the operational foundation for our Customer Success organization owning the data, tooling, and processes that enable our CSMs to deliver value at scale. You will partner closely with CS leadership to design reporting, optimize workflows, and prepare for the implementation of Gainsight. This role sits at the intersection of systems, analytics, and enablement, ensuring our CS organization operates with consistency, accuracy, and efficiency.

Key Responsibilities

• Customer Success Tooling & Process Optimization
• Own day-to-day CS tooling operations, with an initial focus on Salesforce and transition to Gainsight.
• Partner with CS leaders to design and implement CTAs, playbooks, and workflows in Gainsight.
• Translate business requirements into scalable system configurations and processes.
• Document CS processes and maintain governance standards to ensure consistency.
• Identify inefficiencies in current reporting and manual workflows; recommend automation opportunities.

• Data Management & Analytics
• Manage and ensure integrity of CS-related data within Salesforce and Gainsight.
• Build and maintain dashboards/reports to provide real-time visibility into customer health, renewals, and churn risk.
• Consolidate reporting requests across stakeholders to eliminate redundancy and drive a single source of truth.
• Support forecasting by providing timely insights into renewals, expansion opportunities, and risk indicators.

• Cross-Functional Collaboration & Enablement
• Act as the operations liaison across CS, RevOps, and Finance to ensure aligned reporting and forecasting standards.
• Partner with CSMs to translate operational insights into actionable improvements for customer engagement.
• Provide training and enablement to end users on CS tools, dashboards, and processes.
• Support requirements gathering and vendor evaluation for new CS technologies.

Experience: 5+ years in Customer Success Operations, Revenue Operations, or related analytical/operations role (SaaS/B2B preferred).
Systems Expertise: Proficiency in Salesforce administration/reporting; experience with CS platforms (Gainsight preferred, but not required).
Analytics Skills: Strong ability to manipulate, analyze, and visualize data using Excel and BI tools (Tableau, Power BI).
Process Orientation: Demonstrated ability to map workflows, streamline manual processes, and implement scalable solutions.
Communication & Collaboration: Strong ability to partner with technical and non-technical stakeholders; skilled at presenting data-driven insights to leadership.
Project Management: Capable of managing multiple priorities, deadlines, and stakeholder needs in a fast-paced environment.
Growth Mindset: Eagerness to learn new systems and adapt as the CS tech stack evolves.

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