Role Overview
The Senior Customer Success Operations Analyst serves as a strategic business partner to the Head of Customer Success Americas, supporting the Success Management, Professional Services, Organizational Change Management (OCM), and SaaS Delivery Management Office (SDMO) organizations. This role is responsible for driving operational excellence, business performance visibility, and strategic planning across the customer lifecycle.
What You Will Do
Partner directly with Customer Success leadership to monitor business performance, identify risks, and drive operational improvements. Build and maintain scorecards and reporting that provide visibility into customer health, adoption, retention, renewal readiness, and team performance.
Why It Might Be a Fit
The ideal candidate combines strong analytical capabilities, executive communication skills, and operational leadership to help scale customer success programs, improve customer outcomes, reduce renewal risk, and enable data-driven decision-making.
Requirements
- 5+ years of experience in Customer Success Operations, Revenue Operations, Sales Operations, Business Analytics, or a related field.
- Strong analytical and business intelligence capabilities, including dashboard development and executive reporting.
- Experience with forecasting, business planning, capacity analysis, and data modeling.
- Proven ability to influence cross-functional stakeholders and drive outcomes without direct authority.
- Excellent executive communication and presentation skills.
- Experience with Salesforce, Gainsight (or similar CS platform), Power BI/Tableau, and advanced Excel.
Benefits
- Medical, dental and vision insurance
- Paid time off and sick leave
- Tuition reimbursement
- 401(k) contributions and employer match
- Flexible spending accounts
- Life insurance
- Disability coverage
- Commuter subsidy
To apply for this job please visit ptc.wd1.myworkdayjobs.com.
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