Customer Success Operations Analyst (Remote - U.S.)

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Requirements:

• 3-5+ years in Customer Success Operations, Revenue Operations, or a related role in SaaS.
• Experience working with CRM tools (Salesforce, HubSpot, etc.).
• Strong understanding of customer lifecycle management, retention strategies, and expansion models.
• Proficiency in data analytics, reporting tools (Tableau, Looker, etc.), CPQ tools, and Excel/Google Sheets.
• Ability to translate data insights into actionable strategies for CS teams.
• Exceptional project management skills, with a focus on process improvement and automation.
• Strong communication and stakeholder management skills, with experience collaborating across departments.
• Thrives in a fast-paced, high-growth environment with the ability to navigate ambiguity, adapt to evolving priorities, and drive results with minimal direction.
• Bachelor’s degree in Business, Data Analytics, or a related field (preferred but not required).

Responsibilities:

• Monitor the adherence to and effectiveness of Customer Success Manager (CSM) touch points along the customer journey to drive optimal adoption and net promoter score
• Drive process enhancements to monitor and facilitate customer engagement and satisfaction by ensuring the delivery of efficient and prompt service to customers (e.g., quotes, data sets, NPS, support Service Level Agreements (SLAs), etc.)
• Collaborate with the Customer Success teams to develop and implement strategies to increase customer retention and satisfaction
• Improve processes for the execution, accuracy, and speed of invoicing, account receivables, and collections of payments
• Coordinate with the CSM team on 1:Many communications to synchronize email outreaches/templates with CSM touch points
• Monitor early signals of at-risk renewals, help design playbooks/templates for CSMs to address them, and provide path to escalation
• Perform ongoing analysis of customer data and trends to identify opportunities for overall improvement and growth
• Coordinate cross-functional processes that help to meet renewal and upsell targets and deliver on customers’ needs, including the following related processes:
• Relay customer feedback to the Product team
• Align with the Support team on resolution of major cases and report bugs to the Engineering team
• Provide feedback to Sales on the readiness of our customers
• Help the Onboarding team overcome any delays in implementation
• Provide day-to-day leadership and status reports for cross-functional project teams and executives working on internal strategic initiatives
• Collate data from various systems and applications to use for further processes and reporting
• Report to Customer Success (CS) leaders, regional leadership & Chief Revenue Officer past results (gross/net retention achievement), current state of the business (Net Promoter Score (NPS), account health, Support Customer Satisfaction (CSAT), Adoption, etc.) as well as renewal and upsell forecasts by building reports, dashboards, and other presentations that can be readily shared with the proper stakeholders, from individual contributors to executives and board members.
• Track Key Performance Indicators (KPIs) and analyze them to identify trends, patterns, and insights to make recommendations for what is working well and what needs to change.
• Support the Customer Success team in monitoring and ensuring the cleanliness and accuracy of data around operational tasks as well as renewal and upsell initiatives (e.g., ensuring the creation and updating of renewal opportunities and risk forecasts, quote creation, etc.).
• Ensure seamless CRM integration between Customer Success, Sales, and other departments.
• Drive adoption of CS tools and best practices across the organization.
• Partner with Sales, Product, and Marketing to ensure alignment between pre-sales and post-sales experience.
• Work closely with Finance and RevOps to forecast renewals and expansions accurately.
• Support training and enablement for Customer Success Managers (CSMs) on tools, processes, and data insights.