Customer Success Strategy and Operations Analyst

Box•Redwood City, CA

15h•Hybrid

About The Position

Box is seeking a Customer Success Strategy and Operations Analyst to partner with leaders across Customer Success Management, Box Consulting, and Product Support. This role is crucial for providing the reporting, analysis, and narratives needed to shape strategy and drive operational impact. The analyst will combine hands-on analytics with compelling storytelling to help teams improve customer outcomes, increase operational efficiency, foster retention, and translate insights into action. The position involves proactively surfacing trends, investigating complex problems, and converting ambiguous business questions into clear recommendations. As a trusted partner to senior leaders, the analyst will help drive initiatives from conception through execution in a dynamic environment. This role is ideal for someone who excels at the intersection of analysis and execution, acting as the connective tissue between data and business outcomes. The responsibilities include taking a business question, finding the relevant data, building a narrative around it, and empowering stakeholders to act. The role offers the opportunity to own projects end-to-end, from initial data analysis to stakeholder engagement and driving business change.

Requirements

Experience in Business Analytics, Strategy & Operations, Customer Success, Finance, or a related field in SaaS, consulting, or other fast-paced, cross-functional environments.
Strong analytical skills with hands-on experience sourcing, refining, analyzing, and presenting data using tools like Excel, Salesforce, and Tableau.
Proven ability to identify trends, root causes, risks, and opportunities and turn insights into measurable operational or customer impact.
Strong business judgment and problem-solving skills with the ability to interrogate complex data and translate findings into decision-ready insights.
Executive presence and strong communication skills; able to create and deliver leadership-ready materials.
Strong partnership skills and a collaborative mindset with the ability to build credibility quickly across Customer Success and cross-functional teams.
High integrity, curiosity, and ownership, with a bias toward follow-through and continuous improvement rather than a transactional task-based approach.
Bachelor’s degree or equivalent practical experience.

Responsibilities

Partner with Customer Success, Consulting, and Support leaders to develop, measure, and track OKRs and supporting KPIs.
Build and evolve dashboards and reporting that highlight key trends, risks, opportunities, and operational health across post-sales teams to improve customer outcomes and team performance.
Support core business operating cadence activities with cross-functional partners.
Translate ambiguous business problems into structured analytical frameworks and actionable recommendations that help leaders make better, faster decisions.
Identify root causes behind performance gaps and customer friction by developing and implementing scalable operational, analytical, tooling processes and solutions.
Support strategic planning, business reviews, and day-to-day decision-making with thoughtful analysis and decision-ready materials.
Own the coordination and follow-through on operational initiatives, including tracking status and managing cross-functional inputs to drafting runbooks and keeping programs moving.
Work closely with partners across Go-to-Market Operations, Business Analytics, Data Science, and Enterprise Systems to improve data quality, align on metrics, and deliver trusted insights.
Function as a go-to expert on all aspects of Customer Success and how the org interacts with cross-functional stakeholders.
Become a trusted advisor to leaders across Customer Success and beyond.