Customer Success Strategy and Operations Analyst

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. Support core business operating cadence activities with cross-functional partners. Translate ambiguous business problems into structured analytical frameworks and actionable recommendations. Identify root causes behind performance gaps and customer friction by developing and implement 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 coordination and follow-through on operational initiatives, including tracking status, managing cross-functional inputs, 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 become a trusted advisor to leaders across Customer Success and beyond.

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.