Customer Success Operations Analyst

About the company

Role overview

Responsibilities

• Improve operations to reduce friction and free CSMs for customer-facing work; maintain process documentation.
• Support core processes such as forecasting, renewal inspection, and operating rhythms.
• Use data to identify renewal health, expansion opportunities, churn risks, and insights into CSM activity and customer engagement.
• Evaluate tools and support implementation and adoption; partner with Business Systems to improve source-system data capture.
• Identify metric and reporting gaps; coordinate and track CS initiatives, including retention programs and tool implementations.
• Measure initiatives against KPIs and outcomes; coordinate alignment across CS leadership, Digital Success, Product, Sales, and other teams.

Required experience

• 1–3 years in a business analytical role, ideally in Business Operations, Sales Operations, or Customer Success Operations.
• At least one year of Salesforce experience; strong Excel skills.
• Familiarity with Customer Success operations, KPIs, and processes; strong business acumen and interpersonal skills.
• Strong analytical, project-management, organizational, collaboration, communication, and problem-solving abilities.
• Proactive, resourceful, and adaptable, with the ability to work autonomously in an evolving environment.

Nice-to-have tools

• Salesforce CPQ, Gong, Customer Success platforms, and related tools are nice to have.

Compensation

• The U.S. annual salary range is $65,000 to $81,000.
• For non-sales roles, the range is base salary; additional bonus eligibility may apply. Offers depend on skills, experience, and qualifications.

Workplace

• The position is listed as remote in the United States.