Customer Success Operations Senior Analyst
Description
Are you passionate about Customer Success excellence, data-driven retention strategies, and making global CS teams more efficient? If so, we are looking for a Customer Success (CSM) Operations Senior Analyst to join us.
In this role, you will be a key pillar of our Revenue Operations team, acting as a strategic Business Partner to our global CS team. You will contribute to the operational health of our customer base and drive continuous process improvement to protect and grow our recurring revenue. You will partner closely with both Senior GTM Ops, Customer Success management, and internal system stakeholders to keep our post-sales engine running at its best.
What you'll do
-
Strategic Support: Support CSM regional managers and 1st line managers worldwide.
-
Data & Insights: Participate in Retention Forecasting, CSM Data Operations, and provide deep-dive portfolio management support.
-
Reporting & Analysis: Manage Reporting Requirements and perform Ad Hoc analysis to drive executive decision-making.
-
Lifecycle Management: Participate in Accounts Allocation, customer lifecycle tracking, and the monitoring of all Success KPIs.
-
Continuous Process Improvement: Review and improve Success processes to support global integration and scalability.
-
Operational Rhythm: Drive the leadership drumbeat by managing Meeting Agendas & Notes, as well as the preparation and resourcing for QBRs, All Hands, and Off-sites.
-
Systems & Communication: Liaise with the ISD (Internal Systems & Data) team to validate Tool Requirements, oversee Internal Communication, and ensure system workflows align with CS operational needs.
What We’re Looking For
-
Technical Proficiency: Intermediate experience with Salesforce (reporting, dashboards, and data architecture) and Gainsight (Success Plans, Playbooks, and Health Scoring).
-
Experience: 2-4 years of experience in CSM (Success) Operations, Revenue Operations, or Sales Operations within a SaaS environment.
-
Analytical Rigor: Exceptional attention to detail with a GTM business approach to data; you don’t just flag risks, you solve them at scale.
-
Communication: Strong written and verbal English communication skills, with the ability to translate complex data into actionable insights for regional directors.
-
Project Management: Proven ability to work cross-functionally and manage competing priorities in a fast-paced environment.
-
Proactive Mindset: You are a self-starter who proactively identifies friction in the customer lifecycle and proposes scalable solutions.
Skills
As published by lever · 6 questions · 1 written answer
Basics
Resume/CV, Full name, Email, Phone, Current location, Current company, LinkedIn URL, Twitter URL, GitHub URL, Portfolio URL, Other website, Mutual consent I consent to the collection of my gender and race/ethnicity data. I am aware that providing this information is voluntary and that this data will solely be used by Contentsquare in an aggregated format to measure the diversity within candidate pools and to ensure a fair hiring process., What is your gender? (Optional & Voluntary), What is your race/races or ethnicity/ethnicities? Select one or more. (Optional & Voluntary)Select all that apply, Mutual consent I consent to the collection of my gender, race/ethnicity, and/or disability status data. I am aware that providing this information is voluntary and that this data will solely be used by Contentsquare in an aggregated format to measure the diversity within candidate pools and to ensure a fair hiring process., What is your race/races or ethnicity/ethnicities? Select one or more. (Optional & Voluntary), Disability* status (Optional & Voluntary)“Disability” can include but is not limited to any of the following disabilities, impairments or long-term health conditions: - Physical disability/ies (e.g. hearing, mobility or visual impairment/s) - Mental health condition/s (e.g. anxiety, depression, OCD, schizophrenia, bipolar) - Neurodivergent condition/s (e.g. ADHD, autistic spectrum disorder, dyslexia, dyspraxia) - Long-term health condition (e.g. Crohn's disease, chronic heart condition, diabetes, epilepsy, cancer - past or present)
Pick from a list (5)
- Where did you hear about this opportunity? optional
- Do you now, or will you in the future, require sponsorship to work in the job posting location?
- Do you have hands-on experience using Gainsight? optional
- Have you been responsible for building operational reports, analysing business performance data, or improving internal processes? optional
- Are you currently based in Cairo and able to work in a hybrid setup from our Cairo office? optional
Written answers (1)
- If you selected "other" please specify below optional