Customer Success Operations Analyst
About The Position
The Customer Success Operations Analyst builds and maintains the planning, data, and reporting systems that support Customer Success Managers and Renewals Specialists. The role owns capacity and coverage models, account assignment mechanics, and reporting on the performance of customer books. It partners with CS leadership, Sales Operations, Finance, and Data teams, translating analysis into reporting and recommendations that leaders and customer-facing teams can use. The analyst supports territory planning and quarterly rebalancing, maintains consistent assignment data across Salesforce, Gainsight, and reporting, and develops recurring business-review and renewal-operations reporting. The role also identifies patterns and operational gaps, responds to leadership questions with recommendations, automates recurring reports, and documents processes. The position may require up to 10% travel, coordinated in advance.
Requirements
- 3–5 years of experience in Customer Success Operations, Sales/Revenue Operations, FP&A, or an analytics role supporting a go-to-market team; SaaS experience is preferred.
- Strong SQL skills and comfort with Tableau or a similar business intelligence tool.
- Experience with Salesforce and Gainsight.
- Advanced spreadsheet skills, including the ability to build a capacity model that others can use and trust.
- Ability to explain data clearly to people with different levels of analytical expertise and communicate what metrics mean to CSMs, directors, and VPs.
- Attention to detail while working quickly.
- Curiosity about the reasons behind changes in metrics.
- 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 work.
- Python or Snowflake experience.
Responsibilities
- Maintain headcount and capacity models and update them as hiring, attrition, and customer-book growth change.
- Support account assignment and territory planning for CS leadership by modeling options, conducting quarterly rebalancing, and carrying out reassignments when staffing or customer needs change.
- Maintain clean and consistent assignment data across Salesforce, Gainsight, and reporting.
- Identify where customer coverage does not match customer value or risk and recommend improvements.
- Build and deliver data inputs for weekly, monthly, and quarterly business reviews on time and with a clear point of view.
- Own renewal operations reporting, including upcoming renewals, renewal status and activity, at-risk accounts, and retention outcomes; use shared definitions for forecast and pipeline, which are owned elsewhere.
- Create and maintain CS dashboards and reports used by CSMs, managers, and leadership.
- Help drive and maintain reporting rhythms across Customer Success and Renewals segments.
- Answer ad hoc leadership questions with recommendations.
- Identify patterns in churn drivers, coverage gaps, and capacity strain and proactively raise them with the team.
- Automate recurring data pulls and reports, and document processes.
- Work with Sales Operations, Finance, and Data teams to align definitions and numbers across the company.
Benefits
- The total compensation package may include participation in the annual cash bonus plan, variable compensation (OTE) for sales and customer success roles, equity, and sign-on payments.
- A comprehensive range of health, welfare, and wellbeing benefits based on eligibility.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
