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5 Aisera Jobs
Customer Success Operations Analyst
Aisera
posted 19d ago
Job Role Insights
Key skills for the job
Job Description
We are seeking a highly analytical and process-driven Customer Success Operations Analyst to
enhance the efficiency and effectiveness of our Customer Success (CS) team. This role will support
multiple business units including Onboarding, CSMs, and Customer Engineering teams.
With a focus on optimizing systems, streamlining workflows, and providing insights that drive
customer retention and growth, the ideal candidate will have a strong background in CS operations,
data analysis, and process improvement.
Key Responsibilities:
Develop and maintain key CS operational metrics, dashboards, and reports to track team
performance and customer health.
Optimize CS processes and workflows to drive efficiency and scalability.
Own the administration and enhancement of Customer Success tools (e.g., Gainsight,
Salesforce, Zendesk, Tableau, etc.).
Partner with CS leadership to identify trends, analyze churn, and provide actionable insights.
Support customer segmentation and playbook execution to ensure proactive engagement
strategies.
Collaborate cross-functionally with Sales, Marketing, Product, and Finance to align CS
initiatives with business objectives.
Standardize and automate key processes, such as renewals, onboarding, and escalation
tracking.
Manage and refine customer health scoring models to improve predictive analytics.
Train and enable the CS team on best practices for data-driven decision-making and tool
utilization.
performance and customer health.
Optimize CS processes and workflows to drive efficiency and scalability.
Own the administration and enhancement of Customer Success tools (e.g., Gainsight,
Salesforce, Zendesk, Tableau, etc.).
Partner with CS leadership to identify trends, analyze churn, and provide actionable insights.
Support customer segmentation and playbook execution to ensure proactive engagement
strategies.
Collaborate cross-functionally with Sales, Marketing, Product, and Finance to align CS
initiatives with business objectives.
Standardize and automate key processes, such as renewals, onboarding, and escalation
tracking.
Manage and refine customer health scoring models to improve predictive analytics.
Train and enable the CS team on best practices for data-driven decision-making and tool
utilization.
Qualifications:
3+ years of experience in Customer Success Operations, Revenue Operations, or a related
field.
Proficiency in platforms like Gainsight, CRM tools like Salesforce, Project Management Tools
like Rocketlane.
Strong analytical skills with experience using BI tools (e.g., Tableau, BiqQuery) and
Excel/Google Sheets.
Excellent problem-solving abilities and a process-oriented mindset.
Ability to work cross-functionally and communicate effectively with stakeholders at all levels.
Experience implementing automation and process improvements within CS teams.
Familiarity with customer journey mapping and segmentation strategies.
Preferred Qualifications:
Experience in SaaS or technology companies.
Knowledge of SQL or other data query languages.
Understanding of revenue retention metrics (NRR, GRR) and forecasting methodologies.
Employment Type: Full Time, Permanent
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