Senior Business Operations Analyst, Customer Success

Job Description

If you have a strong background in financial or business analysis and a passion for operations, we’d love for you to join our dynamic team. In this key role, you will leverage your analytical expertise to drive holistic business improvements and support strategic decision-making processes. This is a globally collaborative role supporting Customer Success and Technical Services teams in close partnership with Revenue Operations, Finance, People Operations and Technology teams. The ideal candidate will have a proven track record of success in financial analysis and business operations, with the ability to translate complex data into actionable insights and operational efficiencies. Bonus if you’ve had experience working with customer success operations.

Responsibilities

• Business Operations:
• Support the development and execution of customer-success strategies and initiatives.
• Analyze business processes and workflows to identify gaps, inefficiencies and recommend improvements.
• Collaborate with cross-functional teams to implement & track operational changes.
• Drive continuous improvement: Monitor key performance indicators (KPIs) and develop dashboards to track operational metrics.
• Document and maintain key process guides and policies.
• Data analysis & reporting on customer health and professional services business.
• Conduct in-depth analysis of customer health & services business to identify trends, variances, and areas of opportunity.
• Prepare weekly, monthly and quarterly comprehensive reports and presentations for senior management and stakeholders.
• Extract, analyze, and interpret a wide range of customer and business related datasets to provide actionable insights.
• Utilize advanced analytical tools and techniques to support data-driven decision-making.
• Ensure data accuracy and integrity in all analyses and reports.
• Develop and maintain financial models to support business forecasting, budgeting, and strategic planning.
• Project Management:
• Lead and manage projects from initiation to completion, ensuring timely delivery and alignment with business goals.
• Coordinate with various departments to ensure seamless project execution and communication.
• Prepare project documentation, including plans, timelines, and status reports.
• Risk Management: Proactively identify risks and issues & work with stakeholders to recommend and implement appropriate mitigations.
• Accountability: Help hold teams and individuals accountable for maintaining high quality standards per our internal policies and compliance requirements.

Qualifications

• Education: Bachelor’s degree in Finance, Business Administration, Economics, or similarly technical field.
• Experience: Minimum of 5 years of experience in financial analysis and/or business operations, customer success operations, or related roles. Preferably with some experience working for an enterprise software company in a high-growth environment.
• Technical Skills:
• Proficiency in financial planning and analysis. Advanced spreadsheet skills and deep experience with Salesforce and common data analysis tools (e.g., SQL, Snowflake, Looker or similar).
• Analytical Skills: Strong analytical and problem-solving abilities with a keen attention to detail.
• Communication Skills: Excellent verbal and written communication skills, with the ability to present complex information clearly and concisely.
• Project Management: Proven project management skills with the ability to lead cross-functional teams and manage multiple projects simultaneously.
• Business Acumen : Strong understanding of business operations and strategic planning processes. Ability to prioritize & scope work aligned to business objectives.
• Experience working in or with Customer Success or Professional Services organizations
• Some experience with process improvement methodologies (e.g., Six Sigma, Lean) preferred
• Some experience using Qualtrix XM, and HubSpot preferred

The target base compensation range for this role: $ 103,000 - $155,000. Actual compensation will be dependent upon the individuals skills, experience, qualifications, geographical location, and our business needs and objectives. Our overall compensation packages include base salary, equity and the benefits and perks listed below. Our Talent Acquisition team will speak more about our Total Rewards philosophy and approach during the hiring process. Apply for this job