Senior Customer Operations Analyst

As a Senior Customer Operations Analyst at this company, you play a pivotal role in the Customer Success organization, reporting directly to the Sr. Director of Customer Success Operations. Your responsibilities include driving data-informed decision-making, leading cross-functional initiatives, and identifying strategic opportunities to enhance customer experience and business performance. Operating independently as a senior-level contributor, you are expected to lead complex projects and align operational strategies with high-level organizational goals. Key Responsibilities: - Lead the development of advanced analytics and reporting frameworks to provide actionable insights into customer behavior, product usage, and success metrics. Guide executive-level reporting and influence strategic decisions. - Drive continuous improvement of customer operations by identifying, designing, and leading the implementation of scalable, cross-functional process enhancements. - Define and optimize customer lifecycle stages and segmentation strategies. Develop proactive engagement models to support customer retention, satisfaction, and expansion. - Design advanced customer health models to proactively identify churn risks and expansion opportunities. - Serve as a subject matter expert on operational best practices and customer success analytics. Recommend and pilot new tools, technologies, and methodologies to enhance team performance. - Act as a knowledge resource within the department to build operational maturity. - Collaborate with the Professional Services organization to streamline and support operational processes, ensuring alignment with overall customer success strategies and driving efficiencies across services delivery. Qualifications Required: - Bachelor's degree in Business Administration, Data Analytics, Operations Management, or related field. - 4+ years of experience in customer operations, sales operations, or a strategic business operations role. - Proven track record of leading high-impact, cross-functional initiatives. - Advanced proficiency in Salesforce, Gainsight (or equivalent CS platforms), Excel, and business intelligence tools (e.g., Tableau, Power BI). - Strong communication and stakeholder management skills, with experience presenting to senior leadership. - Ability to operate autonomously and manage multiple complex priorities in a fast-paced environment. - Deep understanding of SaaS metrics and B2B customer success dynamics.,