Essential Duties

• Leverage data to create analyseson Customer data (Health, Risk & other Customer Journey data)whichresultin actionable insights and strategic recommendations for the Customer Success leadership team.

• Lead or coordinate small-to-medium cross-functional projects related to Customer Success Operations processes, systems, and enablement.

• Develop andmaintainproject plans, timelines, status updates, and action-item tracking for operational initiatives.

• Identifyproject risks, blockers, and dependencies, and escalate issues as needed to supporttimelydelivery.

• Analyze and evaluate the impact of key business initiatives, and proactively surface insights and areas of opportunity for the business.

• Build,maintain, and communicate detailed reporting, dashboards, presentationsand analysis on key business metrics and challenges.

• Partner with Customer Success leadership to understand and develop scalable strategies to improve business processes and systems, with a focus on operational excellence, improving team effectiveness and efficiency, and driving key outcomes for customersto achieve retention and health goals.

• Develop a deep understanding of how Success Management correlates to Gross Retention across all products and customers.

• Collaborate with cross-functional teams across disciplines such as Finance, Sales Operations, and Professional Services.

RequiredQualifications

• 5+ years ofprofessional experience inan analytics business operations / finance / consulting role; prior experience with SaaS a bonus.

• Bachelor’s degree in business, information systems, communications, or a related field, or equivalent practical experience.

• Experience working with CRM platforms, Gainsight, SharePoint, or similar business systems and collaboration tools.

• Experience coordinating or leading cross-functional projects inanoperations, Customer Success, Support, orsystemsenvironment.

• Strong written and verbal communication skills, with the ability to translate process changes and system updates into clear guidance for end users.

• Some work experience in a similar or related area is preferred 

• Strong organizational skills and attention to detail, including experiencemaintainingprocess documentation, resource libraries, or operational materials.

• Comfort working in a fast-paced environment with evolving priorities and cross-functional dependencies.

• Understands and applies analysis tools/techniques, issue resolution skills anddemonstratesstrong knowledge of relevant factors in the industry