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Senior Revenue Operations Analyst, Customer Success

Job Description

The Customer Success Operations Analyst is a key role focused on optimizing the operational performance of the post-sales teams. This individual will leverage data analysis, business insights, and process improvement methodologies to drive scalable and efficient customer success strategies. The Analyst will work closely with cross-functional teams to ensure alignment of customer success initiatives with organizational goals, and to enhance the overall customer experience from onboarding through retention.

The ideal candidate will have extensive experience in customer success operations, a passion for data-driven decision-making, and the ability to influence and execute strategic initiatives.

This is a remote opportunity within Canada and the US.


What we're looking for:
  • 3+ years of revenue/sales operations experience in an individual contributor capacity
  • A strong understanding of customer success principles, including customer lifecycle management, retention strategies, and upselling/cross-selling techniques
  • Familiarity with customer success platforms (e.g., Gainsight)
  • Capable knowledge in Marketing and Sales funnel KPIs and management
  • Required: CRM (Salesforce/Hubspot) related experience 
  • Highly organized and able to prioritize tasks for the team
  • Self-starter who thrives in a fast-paced, evolving environment

    • What you can expect:
  • Identify opportunities for improvement, initiate projects based on those opportunities, and oversee the entire project lifecycle—from gathering requirements and securing stakeholder approval to handing off clear specifications to the systems team. Following this, take ownership of managing both pre-release and post-release performance to drive successful outcomes.
  • Serve as a liaison between the Customer Success, Revenue Operations, Marketing, and Sales teams to align processes, data, and strategies for maximum impact.
  • Work with Marketing to ensure seamless collaboration between teams, including lead generation, customer feedback loops, and retention campaigns.
  • Collaborate closely with key CS RevOps partners from the analytics and systems teams to identify performance gaps, translate business needs into system requirements, and track the effectiveness of new processes through data-driven insights.
  • Identify system and process changes that will need enablement support for successful rollout.
  • Stay up to date on industry tools and technologies that can improve the efficiency and effectiveness of customer-facing teams, recommending new tools or optimizations where necessary.
  • Manage and optimize the tools and systems used across Onboarding, Customer Advocacy, and Customer Success teams.
  • Continuously evaluate the effectiveness of revenue operations processes across onboarding, sales, and customer success, identifying opportunities for improvement.
  • Map out and analyze the customer journey, identifying areas for improvement and implementing data-driven strategies to enhance customer experience and satisfaction.
  • Work with Customer Success Managers (CSMs) to design proactive customer engagement strategies and automate routine tasks to improve operational efficiency.
  • Work closely with Gainsight Admin and Customer Success Stakeholders to strategize overall outreach initiatives (e.g., Gainsight, Salesforce, Zendesk, HubSpot, etc.).
  • Manage integrations between customer success platforms and other systems (e.g., CRM, billing, marketing automation) to ensure data accuracy and smooth workflows.
  • Stay up to date with industry best practices and emerging technologies to recommend new tools or system upgrades that can improve operational efficiency.

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