This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

As a Senior Customer Success Operations Analyst, you will play a pivotal role in enhancing the efficiency and effectiveness of the Customer Success organization. You will partner with cross-functional teams to operationalize processes, analyze data, and implement scalable frameworks that improve customer experience and drive business growth. This role is responsible for translating complex data signals into actionable insights, supporting strategic initiatives, and ensuring data integrity across systems. You will help streamline workflows, optimize reporting, and drive measurable outcomes that directly impact customer satisfaction and retention. The position offers an environment where analytical rigor, strategic thinking, and hands-on execution combine to influence both operational performance and long-term organizational growth.

• Drive operational programs and initiatives for the Customer Success organization, ensuring alignment with overall business strategy.
• Analyze data from Salesforce, CS platforms, Looker, and other systems to generate insights that inform process improvements and operational decisions.
• Partner with Technical Account Management and Customer Engagement teams to identify priorities and design scalable frameworks.
• Manage “run the business” activities, including reporting, data integrity, and performance tracking for customer health, retention, and expansion.
• Track and measure outcomes of initiatives, ensuring accountability and continuous improvement.
• Collaborate cross-functionally with GTM, Product, and Engineering teams to implement high-impact programs and processes.
• Support executive decision-making by providing accurate, actionable metrics and KPIs.

Qualifications

• 5+ years of experience supporting Customer Success operations, preferably in high-growth SaaS environments.
• Strong knowledge of Salesforce and Customer Success systems; familiarity with CS platforms, BigQuery, Zendesk, and Looker.
• Proven experience with customer health metrics, adoption tracking, and scaled program execution.
• Track record of designing and implementing processes that scale while maintaining high quality.
• Excellent analytical skills with the ability to build dashboards, interpret data, and provide insights to leadership.
• Strong communication and collaboration skills, with the ability to influence stakeholders across multiple functions.
• Customer-first mindset with a passion for improving customer experience through operational excellence.
• Experience in cloud security or cybersecurity is a plus.

Benefits

• 💰 Competitive base salary: $120,000–$165,000 USD.
• 🏥 Medical, dental, and vision insurance.
• 🏠 Home office setup reimbursement and monthly connectivity stipend.
• 💼 Flexible Spending Accounts and Employee Assistance Program (EAP).
• 🛡️ Short- and long-term disability insurance, life & accident coverage.
• 💸 401(k) Retirement Savings Plan with employer match.
• 🌴 Flexible paid time off plus 11 paid holidays.
• 👶 Paid leave programs including parental, pregnancy health, medical, and bereavement leave.
• 📈 Eligibility for equity plan and incentive compensation.