Client Success Operations Analyst

Smokeball - Legal Software•Chicago, IL

21h•$80,000 - $100,000

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. This role sits at the intersection of data, systems, and AI to provide the CS team with better insights, smarter workflows, and reduced manual tasks. The foundation of data, platforms, and clients is already in place; the analyst's job is to connect the dots, sharpen the signal, and build automated workflows. The role reports directly to the Vice President of Client Success and will support the VP 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 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