Customer Success Operations Analyst

Who Are We
Hansen Technologies (ASX: HSN) is a global software and services provider, serving energy, water/utilities, and telecommunications industries. With customers in 80+ countries, we foster collaboration across 26 global offices. From 5G advancements to renewable energy transitions, we empower customers to overcome challenges, innovate, and drive new business models.

At Hansen, we are also embedding AI enablement across our operations. From automating workflows and enhancing service delivery, to driving innovation in customer solutions, AI is shaping the next chapter of how we support our clients. With a focus on operational excellence and innovation, Hansen is using AI not just as a tool, but as a strategic enabler to deliver smarter, faster, and more resilient solutions for the future.

This is a full-time onsite role based in our Pune office in India.

Why This Role Matters
The Customer Success Operations Analyst will run the analytical and operational engine behind Customer Success Operations for Hansen’s Energy and Utilities business. This role will create a clear, consistent view of customer health across regions, helping Customer Success Managers and commercial leaders identify risk early, track intervention and act well ahead of contractual notice windows.

What You’ll Do

• Operate and maintain the customer health model, scoring every Energy and Utilities account against agreed inputs and cadence.
• Keep health scoring criteria up to date across key measures, such as customer sentiment, executive engagement and value realisation, ensuring clear ownership and historical tracking.
• Raise customer risk flags, route them to the relevant Customer Success Manager, regional leadership and track intervention progress through to remediation.
• Maintain visibility of contractual notice windows and renewal dates, ensuring accounts are reviewed well before key deadlines.
• Manage the renewal readiness process and develop account-level revenue retention forecasts, monitoring accuracy over time.
• Run the customer sentiment programme, including NPS survey operations, response tracking and analysis by account, product and region.
• Produce customer success reporting packs covering health distribution, risk and intervention status, adoption, sentiment and monthly business review inputs.
• Partner with Revenue Operations, Finance and the Senior Revenue Analytics Manager to ensure gross and net revenue retention reporting is reconciled and consistent.
Improve Dynamics 365 data quality and process adherence across lifecycle stages, health scores, Customer Success Plan records and activity capture.

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What You Bring

• Hands-on experience with Microsoft 365 and Power BI is essential; experience with SQL and data modelling would be highly desirable.
• Strong analytical and operational capability, with experience of turning customer, commercial or operational data into clear insight and action.
• Experience working with customer success, revenue operations, sales operations, renewals, account management or commercial reporting processes.
• Confidence building and operating customer health models, risk frameworks, dashboards or recurring business review reporting.
• Strong understanding of retention, renewal readiness, customer sentiment, adoption and revenue metrics, including gross and net revenue retention.
• Experience working with CRM data and processes, with the ability to improve data quality and adoption across teams.
• Highly organised and detail-oriented, with the ability to manage regular reporting cycles, maintain documentation and support cross-functional stakeholders.
Comfortable working in a build environment where processes, measures and reporting are being established for the first time.

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Why Join Us?
At Hansen, you’ll be part of a diverse, inclusive, and collaborative global team. Our culture is built around values such as People and Family, Treat It Like It’s Your Own, Focused and Committed, and One United Team. We look for people who are curious, respectful, engaged, and keen to work across geographies with talented teams. If you are passionate about customer success operations, data-driven decision making and building scalable reporting foundations, we’d love to hear from you.

Contact Us
If you possess the desired skills and enthusiasm, please “Apply Now” via the link or visit our career page. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Visit our website at hansencx.com for more information.

Data Privacy Notice
By applying to this role, you consent to Hansen collecting, processing, and storing the information you provide for recruitment purposes. You also agree that your details may be securely retained in our talent database for future opportunities and reference in accordance with applicable data protection regulations.