Customer Success Operations Analyst

Klaviyo•San Francisco, MA

21h

About The Position

The Customer Success Operations Analyst builds and maintains the planning, data, and operating rhythms that support Customer Success Managers and Renewals Specialists. The role owns capacity and coverage models, account assignments, territory planning, and reporting on book performance. It partners with CS leadership, Sales Operations, Finance, and Data, translating analysis into reporting and recommendations that teams use to run their books. The analyst maintains headcount and capacity models as staffing and customer books change; supports quarterly territory planning and rebalancing; and keeps assignment information consistent across Salesforce, Gainsight, and reporting. The role also produces data and reporting for weekly, monthly, and quarterly business reviews, owns renewal operations reporting, and maintains dashboards for CSMs, managers, and leadership. It identifies trends and coverage issues, automates recurring reporting, documents processes, and aligns metric definitions with partner teams.

Requirements

3–5 years of experience in Customer Success Operations, Sales or Revenue Operations, FP&A, or an analytics role supporting a go-to-market team; SaaS experience is preferred.
Strong SQL skills and experience with Tableau or a similar business intelligence tool.
Experience with Salesforce and Gainsight.
Advanced spreadsheet skills, including the ability to build a reliable capacity model that others can use.
Ability to communicate data clearly to audiences such as CSMs, directors, and VPs.
Strong attention to detail and ability to work quickly and accurately.
Curiosity about changes in data and ability to investigate why metrics move.
Ability to build maintainable tools and processes.

Nice To Haves

Experience with territory design, account assignment, or capacity planning.
Experience supporting renewals or retention teams.
Familiarity with health scoring or segmentation.
Python or Snowflake experience.

Responsibilities

Maintain headcount and capacity models, updating them as hiring, attrition, and customer book growth change.
Support account assignment and territory planning by modeling options, running quarterly rebalancing, and carrying out reassignments when staffing or customer needs change.
Keep assignment data consistent across Salesforce, Gainsight, and reporting.
Identify gaps between customer value or risk and existing coverage, and recommend changes.
Deliver timely data and analysis for weekly, monthly, and quarterly business reviews.
Own renewal operations reporting, including upcoming renewals, renewal status and activity, at-risk accounts, and retention outcomes.
Create and maintain Customer Success dashboards and reports used by CSMs, managers, and leadership.
Help maintain the operating rhythm of reporting across Customer Success and Renewals segments.
Answer ad hoc leadership questions with analysis and recommendations.
Identify trends such as churn drivers, coverage gaps, and capacity strain, and bring them to the team proactively.
Automate recurring data pulls and reports, and document processes.
Work with Sales Operations, Finance, and Data teams to align company definitions and numbers.