Lead Customer Success Operations Analyst

HealthEdge

93d

About The Position

The Lead Customer Success Operations Analyst is a strategic and technical leader responsible for shaping the future of Customer Success through data, automation, and operational excellence. This role drives initiatives leveraging AI, systems, and advanced analytics to enhance customer growth management, retention risk, and health. The Analyst ensures the Customer Success Organization (CSO) scales effectively and represents customers and the CSO team in technical initiatives across HealthEdge. This role is a key contributor to our Customer Success strategy, working directly with the Customer Success team and cross-functional business management. The role involves creating and administering analytics toolsets, managing data integrity, driving process improvements, and facilitating operational efficiency to optimize sales and deliver a best-in-class customer experience. This individual ensures strategic alignment with departments such as Sales, Marketing, and Product Development to drive a unified customer success strategy. The role requires someone who is organized, process-oriented, data-driven, eager to learn, and able to execute quickly. The Lead Customer Success Operations Analyst is a highly autonomous role that will report to the Sr. Director of Customer Success. Additionally, this team lead role oversees the execution of more junior analyst work, collaboratively ensuring alignment with goals, timelines and quality standards while helping them grow professionally.

Requirements

• 5 or more years of related work experience, with Customer Success and/or Healthcare experience preferred.
• Bachelor's degree in a relevant discipline or related field.
• Experience mentoring junior analysts and leading cross-functional initiatives is highly valued.
• Strategic ownership and deep expertise in leveraging Customer Success analytical and business intelligence tools (e.g., Salesforce, Gainsight, Tableau, Power BI).
• Gainsight system administration certification is ideal.
• Advanced experience with data integration fundamentals, including experience using Python and SQL.
• Proven ability to influence and collaborate with cross-functional leaders across the enterprise.
• Ability to facilitate a cross-functional team of technical and business SMEs to extract and refine business requirements.
• Demonstrated ability to explain multi-step processes and functional technologies; ability to deliver user training.
• Demonstrated ability to work with and present to senior management to advise them on data insights.
• Project management skills needed to manage projects that span functions and customers.
• Ability to collate data into easy-to-understand, actionable insights and communicate them in MS PowerPoint.
• Independent problem solver who makes well-thought-out decisions on complex or ambiguous data issues.

Nice To Haves

• Experience in the healthcare industry.
• Familiarity with AI-driven solutions.

Responsibilities

• Plan, deliver, and manage Customer Success projects and programs, such as sales campaigns, solution deployments, OKR deliverables, and other strategic initiatives.
• Provide informal leadership by leading multi-team or cross-functional team efforts linked to strategic KPIs for CS Operations.
• Provide direction and mentorship to operations/systems analysts, helping to drive their development and success as well as the integrity of their work.
• Collaborate with subject matter experts to collect and define business requirements and translate them into technical solutions that drive strategic goals.
• Identify, create, and launch scalable AI-driven solutions to optimize system/process delivery and outcomes.
• Thoughtfully manage change through training users and promoting adoption.
• Measure outcomes of initiatives.
• Use available tools and the expertise of SMEs across the company to direct, design and implement business informatics solutions.
• Leverage AI-powered analytics to uncover trends and drive data-informed decisions.
• Analyze data and identify actionable insights and trends from large datasets.
• Lead the execution of complex, ad hoc analyses and reporting projects.
• Contribute insights to senior leadership and the Board of Directors through written and verbal deliverables.
• Advise Customer Success & business leaders on opportunities to be a more digital, scalable & data-driven company.
• Champion the use of AI and automation to improve operational scalability and customer engagement.
• Represent Customer Success perspectives to the Commercial Excellence team, the business BI teams and the IT team in process and technical initiatives.

Benefits

• HealthEdge commits to building an environment and culture that supports the diverse representation of our teams.
• We aspire to have an inclusive workplace.
• We aspire to be a place where all employees have the opportunity to belong, make an impact and deliver excellent software and services to our customers.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 251-500 employees