Customer Success Operations Analyst

We are seeking a highly analytical and collaborative Customer Success (CS) Operations Analyst to join our team. In this pivotal role, you will drive the operational foundation for our Customer Success organization - owning the data, tooling, and processes that enable our CSMs to deliver value at scale. You will partner closely with CS leadership to design reporting, optimize workflows, and prepare for the implementation of Gainsight (or similar CS platforms). This role sits at the intersection of systems, analytics, and enablement, ensuring our CS organization operates with consistency, accuracy, and efficiency.

Key Responsibilities

Customer Success Tooling & Process Optimization

• Own day-to-day CS tooling operations, with an initial focus on Salesforce and transition to Gainsight.
• Partner with CS leaders to design and implement CTAs, playbooks, and workflows in Gainsight.
• Translate business requirements into scalable system configurations and processes.
• Document CS processes and maintain governance standards to ensure consistency.
• Identify inefficiencies in current reporting and manual workflows; recommend automation opportunities.

Data Management & Analytics

• Manage and ensure integrity of CS-related data (accounts, renewals, health scores, NPS, PS surveys) within Salesforce and Gainsight.
• Build and maintain dashboards/reports (Salesforce, Tableau, Power BI, or similar) to provide real-time visibility into customer health, renewals, and churn risk.
• Consolidate reporting requests across stakeholders to eliminate redundancy and drive a single source of truth.
• Support forecasting by providing timely insights into renewals, expansion opportunities, and risk indicators.

Cross-Functional Collaboration & Enablement

• Act as the operations liaison across CS, RevOps, and Finance to ensure aligned reporting and forecasting standards.
• Partner with CSMs to translate operational insights into actionable improvements for customer engagement.
• Provide training and enablement to end users on CS tools, dashboards, and processes.
• Support requirements gathering and vendor evaluation for new CS technologies (e.g., Gainsight vs. alternatives).