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Customer Success Operations Analyst
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$70,000 - $80,000 a year
Full-time
- Working closely with the Customer Success Operations Manager and the Director of Customer Success, the Customer Success Operations Analyst will be the owner of data analysis and reporting, general Gainsight administration, process improvements, and documentation for the Customer Success org.
- Manage the day-to-day support of Gainsight, including fielding questions from users, prioritizing ad-hoc customizations and new feature requests, fixing bugs, designing and implementing core functionality, making workflow adjustments, and supporting end-user management, security, training and permissioning.
- Assist the CS Ops Manager and Director of CS in determining the best key performance indicators to provide insights into customer relationship metrics, including renewals, up-sells, customer-facing interactions and activities, customer health, customer risk, support requests and product adoption.
- Design, build, and measure scalable processes, workflows, and automations (in Gainsight, and other systems as needed) that enable the Customer Success team to deliver exceptional support to our fast-growing customer base at scale.
- 2-3 years' experience in go-to-market operations (Customer Success, Sales, Professional Services, Support) in a SaaS environment.
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