Client Success Operations Analyst

Smokeball•Chicago, IL

About The Position

We’re looking for a highly execution-oriented Client Success Operations Analyst to calibrate and operationalize the systems, automation, reporting, and intelligence that power our Client Success team. We're sitting on a goldmine of customer data and we need the person who's going to turn it into intelligence. As our Client Success Operations Analyst, you'll sit at the intersection of data, systems, and AI to give our CS team superpowers: better insights, smarter workflows, and less time spent on tasks that shouldn't require a human. The foundation is already here, the data, the platforms, the clients. Your job is to connect the dots, sharpen the signal, and build the automated workflows that let our CSMs focus on what actually moves the needle. You'll report directly to the Vice President of Client Success and have a front-row seat to how a modern CS org operates and a direct hand in shaping it. You’ll support the VP of CS in rewriting the CS playbook using an AI first approach.

Requirements

2–3 years of experience in CS Ops, Revenue Ops, or a data/analytics role — ideally inside a SaaS company
Hands-on experience with a CS platform (ie. ChurnZero, Gainsight, etc.)
Comfortable writing queries, building dashboards, and telling a story with data
Excited by (and experience with) AI and automation tools — you don't just use them, you think about how to deploy them strategically
A process brain: you see inconsistency and want to fix it; you see a manual task and want to automate it
Low ego, high output — you're energized by building things that make others more effective

Responsibilities

Administer and optimize our CS platforms (ChurnZero, and related tooling) — keeping data clean, workflows smart, and the system useful
Leverage AI tools and technology to build and maintain dashboards and reports that surface churn risk, expansion opportunity, and engagement health across the book of business
Design and automate workflows that reduce manual lift for CSMs — from onsite visit summaries to Client Success Plan updates
Operationalize AI tools to improve churn scores, engagement scores, and proactive outreach triggers
Establish and enforce a consistent standard for client visit documentation and Voice of Customer (VOC) data capture
Translate raw customer data into actionable intelligence the team can act on — and that leadership can trust
Create executive-ready reporting for: NRR / GRR, Churn & contraction trends, Expansion performance, CSM activity & productivity
Surface proactive insights, not just metrics
Identify leading indicators of churn and growth