Customer Success Operations Analyst
The Customer Success Operations Analyst plays a key role in supporting the Customer Success team by leveraging data to drive performance and continuous improvement. Working closely with Customer Success leadership, this role involves gathering, analyzing, and reporting on data to monitor KPIs, identify trends, and uncover opportunities for optimization.
To excel in this role, the Analyst will need to be proficient in data analysis and visualization, building actionable reports and dashboards to support data-driven decision-making. The role requires the ability to perform deep-dive analysis to identify root causes behind performance trends and recommend process improvements. As familiarity with team workflows and goals grows, the Analyst will also contribute to the implementation of new Customer Success and cross-functional initiatives.
Key traits for success in this role include strong analytical thinking, excellent communication skills, and the ability to translate complex data into clear, actionable insights for cross-functional teams.
Your Area of Focus
Reporting and Analytics
Provide the Customer Success team with accurate reports and dashboards
Regularly monitor and review key metrics to identify areas of opportunity
Build repeatable data models to analyze performance trends, understand root cause drivers of performance, and identify improvement opportunities
Perform ad-hoc analyses to support specific projects or answer timely questions
Work with stakeholders to implement new metrics to monitor and optimize team performance
Process Improvement
Work with stakeholders to identify pain points and opportunities for improvement
Contribute to CS process improvement projects and complete deliverables on time
Collaborate with Systems teams to document requirements and identify optimal design
Measure impact of projects compared to baseline metrics
Daily Ops Management
Regularly prioritize and complete the work that will deliver the most impact to Customer Success KPIs and Performance. Prioritize Outcomes over Activity
Help the Customer Success team improve performance through systems, process, tools and project management support
Run recurring operational processes critical to the functioning of the business
Assist stakeholders with presentations on monthly and quarterly team performance
Your Professional Qualifications
Bachelor's Degree from an accredited institution or relevant work experience
1-3 years of experience in a business analyst, project management, or other operations role
Proficient in SQL. In this role you will build and run complex queries against our Snowflake data warehouse.
Experience working with Excel, Google Sheets for modeling and analysis.
Experience building dashboards in Tableau or equivalent BI tool
Familiarity working with Customer Success Management tools (i.e. Salesforce, Gainsight, CXOne/NICE call center) is a plus
A self-driven individual who adapts well to change
Outstanding problem-solving and analytical mindset
Strong organization and prioritization skills
Excellent written and verbal communication skills
Eagerness to gain experience across a wide range of operational projects and skill sets
#LI-TN1 #LI-Hybrid