Customer Success Operations Senior Analyst

Are you passionate about Customer Success excellence, data-driven retention strategies, and making global CS teams more efficient? If so, we are looking for a Customer Success (CSM) Operations Senior Analyst to join us.

In this role, you will be a key pillar of our Revenue Operations team, acting as a strategic Business Partner to our global CS team. You will contribute to the operational health of our customer base and drive continuous process improvement to protect and grow our recurring revenue. You will partner closely with both Senior GTM Ops, Customer Success management, and internal system stakeholders to keep our post-sales engine running at its best.

• Strategic Support: Support CSM regional managers and 1st line managers worldwide.
• Data & Insights: Participate in Retention Forecasting, CSM Data Operations, and provide deep-dive portfolio management support.
• Reporting & Analysis: Manage Reporting Requirements and perform Ad Hoc analysis to drive executive decision-making.
• Lifecycle Management: Participate in Accounts Allocation, customer lifecycle tracking, and the monitoring of all Success KPIs.
• Continuous Process Improvement: Review and improve Success processes to support global integration and scalability.
• Operational Rhythm: Drive the leadership drumbeat by managing Meeting Agendas & Notes, as well as the preparation and resourcing for QBRs, All Hands, and Off-sites.
• Systems & Communication: Liaise with the ISD (Internal Systems & Data) team to validate Tool Requirements, oversee Internal Communication, and ensure system workflows align with CS operational needs.

• Technical Proficiency: Intermediate experience with Salesforce (reporting, dashboards, and data architecture) and Gainsight (Success Plans, Playbooks, and Health Scoring).
• Experience: 2-4 years of experience in CSM (Success) Operations, Revenue Operations, or Sales Operations within a SaaS environment.
• Analytical Rigor: Exceptional attention to detail with a GTM business approach to data; you don’t just flag risks, you solve them at scale.
• Communication: Strong written and verbal English communication skills, with the ability to translate complex data into actionable insights for regional directors.
• Project Management: Proven ability to work cross-functionally and manage competing priorities in a fast-paced environment.
• Proactive Mindset: You are a self-starter who proactively identifies friction in the customer lifecycle and proposes scalable solutions.