Customer Success Operations Analyst / Program Manager

Nasuni•Boston, MA

4h•Hybrid

About The Position

Nasuni delivers a unified data platform for enterprises facing an explosion of unstructured data, combining storage and data services into a single hybrid cloud solution. Nasuni’s approach enables business resiliency and better data management, while providing solutions that drive IT efficiency. Its best-in-class solution also eliminates the need for additional cybersecurity measures or separate backup and disaster recovery. The Nasuni File Data Platform replaces the friction associated with legacy infrastructure with optimized infrastructure flow, supporting modern enterprise expectations for data analytics and business insights. Nasuni helps businesses transform data from an obstacle into an opportunity. Guided by our leadership principles—Unify to Win, Innovate to Lead, and Level Up to Scale—Nasuni is creating the foundation for how modern businesses store, use, and unlock the value of their data in the age of AI. Summary of Role: The Customer Success Operations Analyst / Program Manager is the dedicated operations partner for the Customer Success organization, supporting all post-sales functions including Customer Success Management, Customer Support, Professional Services, and Renewals. This role operates with moderate autonomy, owning post-sales operational processes and programs while partnering closely with Customer Success leadership to drive efficiency, visibility, and scalability across the customer lifecycle.

Requirements

Bachelor’s degree in Business, Operations, Analytics, or a related field, or equivalent experience.
4–7 years of experience in Customer Success Operations, Revenue Operations, or Business Operations in a SaaS environment.
Working knowledge of post-sales SaaS motions and customer lifecycle management.
Strong experience with CRM systems (Salesforce preferred) and Customer Success platforms.
Demonstrated ability to manage cross-functional initiatives with guidance from leadership.
Strong analytical and problem-solving skills.
Effective written and verbal communication skills.

Responsibilities

Serve as the primary operations partner for the Customer Success organization, supporting CSMs, Support, Professional Services, and Renewals teams.
Own and continuously improve post-sales operational processes across onboarding, adoption, services delivery, support, renewals, and expansion.
Develop and maintain reporting and dashboards for Customer Success metrics such as retention, churn, NRR, customer health, renewals, and services utilization.
Partner with Customer Success leadership to operationalize goals, capacity planning, and forecasting models.
Lead cross-functional initiatives and programs to improve post-sales efficiency and customer outcomes.
Ensure CRM and post-sales systems are configured to support business processes and data integrity.
Identify gaps or inefficiencies in workflows and recommend practical, data-driven solutions.
Act as a key liaison between Customer Success, Revenue Operations, Finance, and Product Operations.
Support annual planning, operational reviews, and quarterly business rhythms for the Customer Success organization.
Assist with system enhancements, documentation, and process standardization.
Perform other related duties as assigned.