XTN-60F8911 | SR. CUSTOMER SUCCESS OPERATIONS ANALYST
Posted Updated
Reporting to the Sr. Customer Success Operations Manager, the CS Operations Analyst is responsible for the day‑to‑day operational health of the Success Desk and providing operational support across CSA tooling and reporting by:
- Driving consistent execution and data hygiene
- Maintaining a reliable operating cadence
- Absorbing operational and tooling work currently handled by the Sr. CS Ops Manager, enabling that role to focus on activities such as strategy, transformation, and cross‑CS operating rigor
- Comprehensive health benefits
- Diverse learning & growth opportunities
- Accessible Cloud HR platform (Sprout)
- Above standard leaves
- Access to premium co-working sites
· Support day‑to‑day Success Desk operations, including:
- Maintain hygiene across Success Desk playbooks, workflows, task queues, and coverage models
- Account intake and transitions
- Coverage and assignment changes
- Tracking entry and exit of accounts based on defined criteria
- Act as first‑line support for basic tooling questions and operational escalations
- Reporting & Insights
- Prepare recurring weekly and monthly reporting for both High‑Touch CS and the Success Desk, including:
- Coverage and volume trends
- Health indicators and exceptions
- Retention, adoption, and engagement signals
- Produce KPI views and summaries for CS leadership
- Support ad‑hoc analysis requests from CS Ops and CS leadership
- Process & Tooling Support
- Partner with the business on testing, rollout, and adoption of new processes or tooling changes
- Ensure data integrity and consistency across CS systems used to run the Success Desk
- Help operationalize automation and standard workflows to improve scale and efficiency
- Strong operational and analytical background (CS Ops, RevOps, or similar)
- Comfortable working across data, systems, and day‑to‑day execution
- Highly detail‑oriented with a bias toward standardization and automation
Additional relevant knowledge or experience related to the above requirements will be considered an advantage.