Customer Success Operations Analyst

Your Role as a Customer Success Ops Analyst

The CS Ops Analyst will partner with our Customer Success (CS) organization to drive effectiveness and efficiency of CS. The CS Ops Analyst will define and execute against our strategic priorities. This role will build a foundation of data accessibility for our Customer Success Management (CSM) team and drive reporting across our broader CS org.

A Day in the Life of a Customer Success Ops Analyst

• The CS Ops Analyst will partner with our Customer Success (CS) organization to drive effectiveness and efficiency of CS. The CS Ops Analyst will define and execute against our strategic priorities. This role will build a foundation of data accessibility for our Customer Success Management (CSM) team and drive reporting across our broader CS org.
• Drive customer retention through tracking leading indicators of renewals and upsells, and analyze them to provide actionable insights to CS leadership
• Use data to identify at-risk accounts and create playbooks for CSMs to address
• Analyze strategic accounts for upsell and assist in defining playbooks and processes to target growth
• Empower the customer success organization by developing key dashboards for use by the CS and CS leadership team
• Define scalable processes for 1:Many communications, and work with cross-functional teams to develop tech-touch model to synchronize with CSM touchpoints to facilitate digital enablement
• Work with cross-functional teams to instrument data and processes to help meet renewal and upsell targets and deliver on customers’ needs
• Develop key dashboards for use by the executive team to reflect the on the activities and metrics within customer success
• Implement and manage software that facilitates CSM Ops activities
• Determine the timing and content of touch points for CSMs along the customer journey to drive optimal adoption and net promoter score
• Assist the Onboarding team in continuous improvements and modifications based on product enhancements and customer needs

What You’ll Need

• Affinity for defining strategic, scalable processes
• Strong data and analytical skills
• Clear communicator with excellent written, verbal, and listening skills
• Ability to work cross-functionally to understand business requirements and translate them to effective use of applications
• Excellent critical thinking skills and ability to break down ambiguous problems into concrete, manageable components to think through and effectively communicate solutions
• Excellent communication and interpersonal skills; organized and able to multitask between multiple tasks/customer situations simultaneously
• Self-motivated, proactive, with innovative ideas to inspire customer loyalty and adoption
• Gainsight experience preferred
• Familiarity with Salesforce and technically adept
• Previous customer success experience preferred
• Computer software industry experience preferred (SaaS)

The Perks of Working for Appspace:

For all our US based team members, we offer a variety of benefits from competitive salaries, medical, dental and vision coverage, disability coverage, employer paid life insurance, mental health resources, 401(k) plan and a fully paid parental leave program.

Additional perks include:

• Generous PTO
• Flexible work schedules
• Remote work opportunities
• Paid company holidays
• Appspace Quiet Fridays (No non-essential internal meetings scheduled)
• A casual dress work environment