Customer Success Operations Analyst

The Role

This is a role for someone who looks at a messy spreadsheet, a broken process, or a confusing metric and thinks: I can figure this out. And then actually does. As our CS Ops Analyst, you'll sit inside the GTM Ops team and serve as the operational engine behind our Customer Success org. You'll dig into data, spot inefficiencies, build dashboards, tighten workflows, and use AI tools to move faster than anyone expects. You won't be handed a playbook — you'll help build one. The best people in roles like this know when to run with a hunch and when to stop and ask. Someone who can take direct feedback, adjust immediately, and not take it personally, because that's what growth actually looks like. You don't need to have all the answers. You do need to be honest when you don't, stay curious when things get hard, and keep getting better every single week. If you're early in your career, hungry to grow, and get genuinely excited when a complex problem finally clicks into place, this role was built for you.

What You'll Do

• Find the inefficiencies. Audit CS processes, workflows, and tools to identify where time is wasted, signals are missed, or steps don't make sense, and fix them.
• Build and maintain reporting. Own dashboards and reports in Salesforce that track renewals, health, risk, and team performance. Make sure the numbers tell a story CSMs and leaders can act on.
• Support the renewal & risk rhythm. Help maintain the weekly and monthly operating cadence: tracking pipeline, flagging risks, and keeping Salesforce data clean and current.
• Drive AI transformation across the CS org. This isn't about using AI to do your job faster. It's about identifying where AI can fundamentally change how the CS team operates. Find the workflows, the manual tasks, the repeated patterns, and lead the effort to replace or enhance them with AI-powered solutions that scale.
• Use AI to work smarter yourself. Bring AI tools into your own daily workflow to automate repetitive tasks, surface patterns in data, and do in hours what might otherwise take days. Then teach the org what you've learned.
• Connect the dots. Look across multiple data sources (product usage, CRM data, support tickets, health scores) and surface the patterns that matter before anyone else notices them.
• Support CS leadership and the CS team. Be a reliable operational partner to CS leaders and CSMs, fielding requests, removing friction, helping them get what they need to do their jobs well. You're part of the team's success, not just a back-office function.
• Support cross-functional programs. Work with Sales, Finance, and Enablement on handoffs, reconciliations, and process improvements that touch the full customer lifecycle.

What We're Looking for

• 2–4 years in a CS Ops, RevOps, Sales Ops, GTM Analyst, or CSM role at a B2B SaaS company
• Genuinely AI-native — you use AI tools in your daily work, not just occasionally
• Strong analytical instincts — you see patterns in data quickly and know what questions to ask next
• Hands-on Salesforce experience — building reports and dashboards, not just reading them
• Advanced spreadsheet skills; comfortable cleaning, structuring, and QA'ing messy data
• Self-starter who closes loops without being chased
• Intellectually curious — you like puzzles, you like figuring things out, and you get excited when something complex finally makes sense