Customer Success Operations Analyst

About the position

We are seeking an experienced Customer Success Operations Analyst to join our post-sales operations team as a high-impact individual contributor. This role is central to our efforts in maximizing customer retention and renewal success. The analyst will own the Available to Renew (ATR) pipeline, develop forecasts for renewal bookings and churn risk, and deliver insights that inform strategic and tactical decisions across Customer Success and Renewals. This position is ideal for a data-driven problem solver with 6+ years of experience, deep SQL and Excel skills, and a passion for optimizing post-sales outcomes in a fast-paced SaaS environment.

Responsibilities

• Own the ATR Pipeline: Maintain and continuously refine the Available to Renew pipeline. Ensure accuracy and completeness in CRM data (e.g., renewal dates, values, stages) and proactively highlight discrepancies and upcoming renewals.
• Forecast Renewals and Churn: Build, maintain, and iterate on renewal forecasts-including expected churn, slippage, and on-time renewals. Partner with CS leaders to refine forecasting methodology and flag at-risk renewals.
• Analyze Customer Health & Trends: Use usage data, lifecycle metrics, and qualitative CSM inputs to identify renewal risk and opportunity. Translate findings into actionable insights that drive retention playbooks.
• Deliver Operational Reporting: Create and maintain dashboards and reports that track core KPIs-net/gross retention, renewal forecast vs. actual, churn reasons, and coverage ratios. Provide weekly updates to CS and Revenue leaders.
• Process Optimization & Best Practices: Identify gaps in the renewal workflow and partner with CS Ops, Finance, and RevOps to implement scalable improvements. Help drive automation and process clarity across renewal management.

Requirements

• 6+ years in Customer Success, Revenue Operations, or Business Operations-preferably in B2B SaaS.
• Advanced proficiency in SQL (for data extraction and transformation) and Excel (modeling, analysis, pivoting, data visualization).
• Proven success building renewal forecasts, churn models, and customer health metrics.
• Strong understanding of SaaS renewal mechanics-e.g., NRR, GRR, ARR, churn reasons, and expansion levers.
• Excellent communication skills-able to distill insights and collaborate across Customer Success, Renewals, Sales, and Finance.
• High ownership mindset; thrives as a hands-on contributor and independent problem solver.

Nice-to-haves

• Experience with Salesforce, Gainsight, or similar CS/CRM platforms.
• Familiarity with BI tools such as Looker, Tableau, or Power BI.
• Understanding of renewal workflows, contract terms, and post-sales handoffs.
• Experience supporting Enterprise CSM teams or complex customer lifecycles.

Benefits

• Health and wellness coverage: Medical, dental, and vision insurance
• Disability coverage: Short-term and long-term disability
• Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)
• Additional life coverage options: Supplemental life insurance for employees, spouses, and children
• Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account
• Financial security: 401(k) Savings and Investment Plan with company matching
• Time off benefits: Flexible vacation policy
• Holidays: 8 paid holidays annually
• Sick leave
• Parental support: Paid parental leave
• Employee Assistance Program (EAP) and Care Counselors
• Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options
• Health Savings Account (HSA) with employer contribution