Senior Analyst, Customer Success Operations

Overview

Senior Analyst in the Customer Success Operations team within Revenue Operations, acting as a cross-functional problem solver and connective layer across CS Operations programs and strategic work.

What you'll do

• Bring working knowledge of customer success and account management into Customer Success Operations.
• Build and maintain reporting on core Customer Success metrics, including NRR, GRR, renewal rate, and usage and engagement KPIs, translating trends into insight CS leadership can act on.
• Run QA checks that catch issues before they reach leadership.
• Partner with cross-functional teams, including account managers, customer success managers, pre-sales, and application specialists when needed, on large and complex projects.
• Support the Senior Manager, Customer Success Operations on program delivery across the customer base, including account level context that requires broad cross-functional fluency.
• Build working relationships with pre-sales, application specialists, and CS leadership stakeholders to represent CS Operations needs and surface early signals.
• Contribute to broader strategic project delivery, including CS Platform and Usage Based Pricing, as capacity allows.
• Be the go to person for cross-functional and customer facing context within Customer Success Operations.

What you'll need

• 3 to 5 years of customer ops experience, ideally at a high-growth B2B SaaS or AI company.
• Prior exposure to customer success.
• Strong understanding of core SaaS and Customer Success metrics, including NRR, GRR, renewal rate, and usage-based KPIs such as MAU and DAU.
• Comfortable working in Salesforce, Gainsight, and forecasting tools such as Clari or Gong.
• Comfortable working in ambiguity and solving open-ended problems with a proactive mindset.
• Strong communication skills with the ability to influence and build trust with cross-functional teams.
• Exceptional organizational skills and the ability to manage multiple priorities under tight deadlines.

Nice to have

• Exposure to pre-sales and application specialist functions.
• Experience with SQL, or a data warehouse tool such as Snowflake or BigQuery.
• Familiarity with a BI platform such as Tableau.

Details

• Location: Remote - United States.
• Base compensation range: $99,000 to $110,000 USD, plus possible performance-based bonus, equity, and benefits.