USALead, Customer Success Operations Analyst
4 дн. назад
USALead
salesforcesnowflaketableauaillm
Senior Customer Success Operations professional building automation and analytics to support retention and growth motions.
Обязанности
- 's Customer Success and Renewals organization is the operational backbone that keeps our retention and growth motions running as a measurable, automated, insight-driven system. We're looking for a senior Customer Success Operations professional to be the operational engine behind these motions — building the automation that removes manual toil, turning scattered data into trusted analytics, and acting as the connective tissue between Customer Success, Renewals, RevOps, Product, and Engineering.
- Design and build automation across the customer lifecycle — onboarding, adoption tracking, renewal triggers, risk alerts, health-score refreshes — replacing manual workflows with scalable, self-refreshing processes.
- Partner with Product and Engineering to instrument customer and telemetry signals into the reporting layer, and coordinate on closing technical/product gaps surfaced by CS and Renewals data.
- Build and own CS/Renewals dashboards and executive data packs covering GRR/NRR, renewal trends, churn/downsell drivers, at-risk accounts, health distribution, adoption, and time-to-value.
- Design and govern product metrics across product/eng and post sales teams; own data integrity across Salesforce, the CS platform, Snowflake, and Tableau.
- Apply AI/LLM tools to automate reporting, build workflows and frameworks from scratch, accelerate analysis, and reduce manual operational work — and help set the standard for how the post-sales org uses AI to scale.
- Act as the operational bridge across RevOps, Sales Ops, Finance, Support Ops, Enablement, and Data/BI — leading cross-functional programs and driving alignment on data, definitions, and scaling initiatives.
- Deliver ad hoc and recurring analysis that turns raw data into decision-ready insight for CS and Renewals leadership.
Другое
- 6+ years in Customer Success Operations, Revenue Operations, Sales Ops, or a CS/analytics function in B2B SaaS or enterprise technology.
- Bachelor's degree in Engineering, Computer Science, or a related technical field preferred.
- Excel skills, plus fluency in SQL, Tableau, and Snowflake — able to independently build dashboards, + skills and frameworks/apps or agents, define metrics, and derive insight from complex, multi-source data.
- Demonstrated experience designing and building automations: workflow automation, triggered actions, CS-platform configuration.
- Hands-on experience applying AI/LLM tools to automate reporting, analysis, or operational workflows. Deep familiarity with Salesforce and a Customer Success platform (Gainsight, Totango, Planhat, or similar).
- Fluency in core post-sales metrics — GRR, NRR, churn, downsell, health scoring, segmentation, renewal motions — and judgment on which ones drive decisions.
- Strong technical/product reasoning, program-management ability, and a track record presenting metrics and insight to senior leadership.
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- #LI-PM2
- (RBRK), the Security and AI Operations Company, leads at the intersection of data protection, cyber resilience, and enterprise AI acceleration. Security Cloud delivers complete cyber resilience by securing, monitoring, and recovering data, identities, and workloads across clouds. Agent Cloud accelerates trusted AI agent deployments at scale by monitoring and auditing agentic actions, enforcing real-time guardrails, fine-tuning for accuracy and undoing agentic mistakes.
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