Customer Success Operations Analyst

About the role

Our Customer Success Managers and Renewals Specialists do their best work when the plan, data, and rhythm behind them are solid. This role builds and runs all three. You'll own the numbers and mechanics that tell us who covers which customers, how much capacity we have, and how the book is performing, then turn them into reporting our leaders actually use.

You'll sit between CS leadership, Sales Ops, Finance, and Data. Some weeks you'll be modeling territory options before a quarter starts. Other weeks you'll be building the renewal ops view the team checks every morning. If you like work where the answer ships and people use it, you'll like this job.

What you'll do

Capacity, coverage, and assignments

Maintain headcount and capacity models, and keep them current as hiring, attrition, and book growth change the picture.

Support account assignment and territory planning for CS leadership: model options, run quarterly rebalancing, and carry out reassignments when someone leaves or a customer's needs change.

Keep assignment data clean and consistent across Salesforce, Gainsight, and reporting, so what the field sees matches what leadership sees.

Flag where coverage doesn't match customer value or risk, and recommend how to fix it.

Business reviews and performance reporting

Build and run the data behind weekly, monthly, and quarterly business reviews (QBR/MBR), delivering inputs on time and with a clear point of view.

Own renewal ops reporting: upcoming renewals, renewal status and activity, at-risk accounts, and retention outcomes. Forecast and pipeline are owned elsewhere; you'll use the same definitions.

Create and maintain CS dashboards and reports that CSMs, managers and LT rely on to run their books.

Help drive and maintain rhythm of business reporting across all CS and Renewals segments

Analysis and improvement

Answer ad hoc questions from leaders with a recommendation, not a spreadsheet dump.

Spot patterns in the data (churn drivers, coverage gaps, capacity strain) and bring them to the team before they're asked for.

Automate recurring pulls and reports, and document the process so it doesn't live in one person's head.

Work with Sales Ops, Finance, and Data teams to make sure definitions and numbers match across the company.

Who you are

3-5 years in Customer Success Ops, Sales/Revenue Ops, FP&A, or an analytics role supporting a go-to-market team, ideally at a SaaS company.

Strong SQL and comfort in Tableau or a similar BI tool.

Salesforce and Gainsight experience

Advanced spreadsheet skills. You can build a capacity model that someone else can pick up and trust.

Experience with territory design, account assignment, or capacity planning is a big plus.

You explain data clearly to people who don't live in it, and you can tell a CSM, a director, and a VP what a number means for them.

You're careful with details and still move fast. Reporting that's late or wrong doesn't help anyone.

You're curious about why the number moved, not just what it is.

You build tools and processes you'd want to inherit, not just ones that get you through this week.

Nice to have

Experience supporting renewals or retention teams.

Familiarity with health scoring or segmentation work.

Python or Snowflake experience.

Massachusetts Applicants:

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Our salary range reflects the cost of labor across various U.S. geographic markets. The range displayed below reflects the minimum and maximum target salaries for the position across all our US locations. The base salary offered for this position is determined by several factors, including the applicant’s job-related skills, relevant experience, education or training, and work location.

In addition to base salary, our total compensation package may include participation in the company’s annual cash bonus plan, variable compensation (OTE) for sales and customer success roles, equity, sign-on payments, and a comprehensive range of health, welfare, and wellbeing benefits based on eligibility.

Your recruiter can provide more details about the specific salary/OTE range for your preferred location during the hiring process.

Base Pay Range For US Locations:

$73,600—$110,400 USD