Senior Analyst, Customer Success Operations
New
A
AlphaSenseB2B SaaS
Remote - United StatesFull-TimeSenior
Salary$99,000 — $110,000 USD
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Job Details
- Experience
- 3 to 5 years
- Required Skills
- Data AnalysisSalesforceReporting
Requirements
- 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 (NRR, GRR, renewal rate, MAU, DAU).
- Proficiency with Salesforce.
- Proficiency with Gainsight.
- Experience with forecasting tools such as Clari or Gong.
- Strong communication skills and ability to influence cross-functional teams.
- Exceptional organizational skills and ability to manage multiple priorities.
- Bonus: Experience with SQL or data warehouse tools (Snowflake, BigQuery).
- Bonus: Familiarity with a BI platform such as Tableau.
Responsibilities
- Build and maintain reporting on core Customer Success metrics, including NRR, GRR, renewal rate, and usage/engagement KPIs.
- Partner with cross-functional teams (account managers, CSMs, pre-sales) on large, complex projects.
- Support the Senior Manager of CS Operations on program delivery.
- Build working relationships with stakeholders to represent CS Operations needs.
- Contribute to broader strategic projects such as CS Platform and Usage Based Pricing.
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