Senior Analyst, Customer Success Operations

Accountabilities: Partner directly with Customer Success leadership to monitor business performance, identify operational risks, and recommend improvements. Develop and maintain performance scorecards, dashboards, and executive reports covering customer health, product adoption, retention, renewal readiness, and team performance. Analyze customer and operational data to identify trends, investigate root causes, and translate findings into actionable recommendations. Support business planning, forecasting, capacity modeling, resource allocation, and performance management activities. Lead recurring business reviews and operational meetings, ensuring alignment on strategic priorities, performance gaps, risks, and mitigation plans. Oversee governance processes for customer health programs, renewal readiness reviews, and at-risk account management. Collaborate with Customer Success, Sales, Professional Services, Subscription Management, and Operations to improve customer outcomes and reduce retention risks. Partner with Business Intelligence and Systems teams to improve data quality, automate reporting, and develop scalable operational processes. Lead strategic projects and special initiatives on behalf of Customer Success leadership. Identify opportunities to strengthen operational consistency, improve business visibility, and support more effective decision-making across the customer lifecycle. Requirements: Bachelor's degree in Business, Finance, Analytics, or a related discipline. At least 5 years of professional experience in Customer Success Operations, Revenue Operations, Sales Operations, Business Analytics, or a related field. Strong analytical and business intelligence skills, including experience developing dashboards, performance scorecards, and executive reporting. Experience with forecasting, business planning, capacity analysis, resource modeling, and data-driven performance management. Proficiency with Salesforce, Gainsight or a similar Customer Success platform, and reporting tools such as Power BI or Tableau. Advanced Excel skills and the ability to work with complex datasets to generate meaningful business insights. Demonstrated ability to influence cross-functional stakeholders, drive initiatives, and achieve results without direct reporting authority. Excellent executive communication and presentation skills, with the ability to explain complex findings clearly and persuasively. Strong organizational and project management capabilities, including the ability to manage multiple priorities and deliver strategic initiatives. Experience in subscription-based, SaaS, or renewal-driven business models is preferred. Strategic mindset, attention to detail, and a proactive approach to identifying business risks and operational improvement opportunities. Benefits: Annual salary range of $95,000–$115,000, depending on skills, qualifications, experience, and location. Employee Share Purchase Program (ESPP), providing the opportunity to purchase company shares at a discount. Potential eligibility for additional equity programs, depending on the role. Medical, dental, and vision insurance. Paid time off and sick leave. 401(k) retirement plan with employer matching contributions. Tuition reimbursement and professional development support. Flexible Spending Accounts (FSAs). Life insurance and disability coverage. Commuter subsidy for employees assigned to an office. Full-time remote work opportunity within the United States. Work authorization requirement: Applicants must be authorized to work in the United States without current or future employment-based visa sponsorship.