Customer Growth & Success Operations Analyst

Role Overview

• Own operational workflows supporting renewals, upsells, and expansion planning.
• Build and maintain leadership portfolio reporting to track renewals, pipeline progress, client health, and performance metrics.
• Manage internal Monthly Business Review (MBR) reporting and SLT preparation.
• Analyze operational performance to identify trends, risks, and opportunities for improvement.
• Support forecasting, pipeline management, and resource planning for existing accounts.
• Drive escalation management and resolution of critical operational issues.
• Develop and maintain onboarding materials and training tools to accelerate new-hire ramp and drive consistent CGS best practices.
• Own Salesforce (SFDC) workflow enhancements and ongoing CGS maintenance.
• Partner with Finance to ensure accurate ACV tracking across all client opportunities.
• Collaborate with Analytics to support transition to LightDash as the primary reporting platform.
• Ensure client-facing data is accurate, timely, and actionable.
• Work with Twin Operations to automate CGS operating frameworks into Jira.
• Define and maintain standardized documentation, storage, and naming conventions.
• Establish system maintenance requirements and coordinate with development teams.
• Partner with Analytics to produce accurate reporting and performance dashboards.
• Manage down-market client reporting and future automation initiatives.
• Assist with internal data collection, analysis, and reporting to inform strategic decisions.
• Translate data into insights that improve client lifecycle execution.
• Partner with Marketing to centralize NPS distribution through HubSpot and manage internal reporting.
• Ensure client outcome reporting is compelling and aligned with organizational standards.
• Maintain operational rigor to meet SLAs, KPIs, and compliance requirements.
• Proactively identify and manage cross-team dependencies and integration risks.
• Work closely with Analytics, Product, Finance, Onboarding, Marketing, Legal, Billing, and Operations.
• Support scalable process design that improves collaboration and execution.
• Other duties as assigned

Requirements

• 3–5 years of experience in client operations, business operations, or customer success operations
• Strong project management and organizational skills in fast-paced environments
• Analytical mindset with ability to interpret data and drive actionable insights
• Excellent written and verbal communication skills
• Strong interpersonal skills with a consultative, collaborative style
• Ability to influence and communicate across all organizational levels
• Critical thinking and problem-solving orientation
• Comfortable working cross-functionally with diverse stakeholders
• Bachelor’s degree required
• Proficiency in Microsoft Office Suite; experience with Salesforce, reporting tools, or workflow systems preferred
• Technology or professional services experience a plus

Tech Stack

• SFDC

Benefits

• A competitive compensation package in line with leading technology companies
• A remote and accomplished global team
• Opportunity for equity participation
• Unlimited vacation with manager approval
• 16 weeks of 100% paid parental leave for delivering parents; 8 weeks of 100% paid parental leave for non-delivering parents
• 100% Employer sponsored healthcare, dental, and vision for you, and 80% coverage for your family; Health Savings Account and Flexible Spending Account options
• 401k retirement savings plan