Customer Success Operations Analyst

The CS Ops Analyst will partner with our Customer Success (CS) organization to drive the 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 though 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 for reflecting 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.