[US] Customer Success Operations Analyst

Benchmark Gensuite•Mason, OH

1d•Hybrid

About The Position

We are seeking a technically curious and process-oriented Customer Success Operations Analyst to administer and continuously improve the systems that support our Subscriber Success organization. In this early-career individual-contributor role, you will translate approved Subscriber Success strategies and processes into effective system configurations, workflows, reports, and user experiences across platforms such as Vitally, Onboard.io, Staircase, and related tools. You will partner with Subscriber Success leaders and other stakeholders to understand business needs, clarify requirements, identify technical or process constraints, and recommend practical implementation approaches. This role focuses on implementing strategic direction within our systems rather than independently defining Subscriber Success strategy or business processes. The ideal candidate is technically curious, analytical, detail-oriented, and eager to learn how people, processes, data, and technology work together. Direct experience administering Subscriber Success platforms is helpful but not required.

Requirements

Bachelor’s degree in Business, Information Systems, Analytics, Mathematics, Engineering, Computer Science, or a related field, or equivalent practical experience.
3-5 years of professional experience in Customer Success Operations, business systems, analytics, process improvement, SaaS administration, or a related operational or technical role.
Strong technical aptitude and ability to learn unfamiliar software systems quickly.
Strong analytical, mathematical, and problem-solving skills with excellent attention to detail.
Process-oriented mindset and interest in understanding how work moves across people, systems, and teams.
Ability to translate business requirements into clear system configurations and implementation steps.
Ability to ask thoughtful questions, challenge unclear assumptions, and recommend alternatives while respecting established decision-making authority.
Strong organizational skills and ability to manage multiple requests and priorities.
Strong written and verbal communication skills, including the ability to explain technical concepts to nontechnical users.
Proficiency with Microsoft Office, particularly Excel.
Ability to work independently in a remote environment while collaborating effectively with stakeholders.
Demonstrated proficiency using generative AI tools for research, analysis, troubleshooting, documentation, and operational efficiency.
Interest in Subscriber Success, Customer Success Operations, business systems, process improvement, SaaS administration, and emerging AI capabilities.

Nice To Haves

Experience with Vitally, Onboard.io, Staircase, a Customer Success platform, CRM, or other SaaS business system.
Experience with reporting, data visualization, SQL, system integrations, or workflow automation.
Internship, academic, volunteer, or project experience involving systems, analytics, process design, technology, or operations.

Responsibilities

Administer and maintain Subscriber Success platforms, including Internal Systems, Vitally, Onboard.io, Staircase, and related tools.
Translate approved strategies and processes into system configurations, workflows, automations, playbooks, lifecycle stages, templates, and user experiences.
Partner with stakeholders to understand desired business outcomes, clarify requirements, and identify dependencies or constraints.
Recommend technically sound alternatives when requested solutions may create unnecessary complexity or fail to achieve the intended outcome.
Configure and maintain health scores, success plans, onboarding workflows, alerts, tasks, segmentation rules, and other operational components.
Build dashboards and reports to monitor onboarding, subscriber health, engagement, adoption, risk, and operational performance.
Support data fields, permissions, integrations, imports, exports, and data synchronization across Subscriber Success systems.
Monitor data quality and system performance, troubleshoot issues, and coordinate with internal teams or vendors as needed.
Test system changes and ensure configurations perform as intended without disrupting existing workflows.
Maintain system documentation, business rules, troubleshooting procedures, user guides, and training materials.
Provide system support and training to users, identifying root causes and resolving issues in a clear and timely manner.
Manage assigned system requests according to priorities established by Subscriber Success leadership.
Gather user feedback and usage insights to improve usability, reliability, data visibility, and process efficiency.
Stay informed about platform and emerging AI capabilities and recommend practical opportunities to improve system administration and operational efficiency.