Customer Success Strategy and Operations Analyst

• Analyze data using tableau to generate insights around drivers of organizational outcomes (ex: what are the leading causes of customer churn, what are the drivers of product adoption)
• Review and prioritize requests from CS leaders for new reports, process changes, system enhancements
• Conduct preliminary discovery exercises to evaluate the impact and benefit of requests received from our business stakeholders
• Partner with other members of the CS Strategy & Ops teams to develop comprehensive insights around root causes for churn, opportunities for revenue growth, and more
• Work with digital engagement tools such as Gainsight Journey Orchestrator, Matik, and Marketo to refine automated points of customer outreach on behalf of Customer Success

• 2+ years of experience in Revenue Operations, Customer Success, or Business Process Improvement roles in a B2B SaaS organization
• Proven experience and capabilities with tableau/BI Tools and SQL to generate reporting
• Proficiency in managing priorities in a fast paced environment
• Experience working with cross-functional stakeholders in Customer Success, Finance, IT, and Sales
• Experience with Salesforce and an understanding of common workflows
• SQL queries and tableau dashboard/report creation
• Experience using customer template automation tools (Matik)
• Salesforce and Gainsight

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