Senior Business Operations Analyst, Customer Success

Role Overview

• The Sr. Business Operations Analyst serves as a senior individual contributor within the Customer Success Reporting and Analytics function.
• This role is responsible for defining reporting frameworks, designing analytical approaches, and delivering strategic insights that guide Customer Success leadership decision-making.
• The Sr. Analyst partners closely with leadership and cross-functional stakeholders to identify trends, define operational metrics, and ensure reporting infrastructure supports organizational growth and operational efficiency.
• Lead the design and evolution of reporting frameworks that support Customer Success performance management.
• Define and evolve key performance indicators and measurement frameworks for Customer Success operations.
• Design and oversee dashboards and reporting structures used by Customer Success leadership.
• Translate complex business questions into analytical frameworks and reporting solutions.
• Provide leadership-level insights into operational performance, trends, and opportunities.
• Conduct deep analytical work to uncover operational insights that drive business improvement.
• Analyze complex datasets across multiple systems to identify trends, risks, and performance drivers.
• Develop analytical models and frameworks to support operational planning.
• Present findings and recommendations to Customer Success leadership.

Requirements

• Bachelor’s degree or equivalent
• Operations, Analytics, Data Engineering, Management Information systems, finance, economics, or statistics.
• 5+ years of experience in a CS Business Operations-related analyst role.
• Hands-on experience designing, developing, and maintaining metrics, dashboards, and reports.
• Proficiency with Salesforce, Microsoft Excel/Google Sheets (advanced formulas, lookups, pivot tables), and ChurnZero (preferred).
• Advanced analytical skills with the ability to interpret data, uncover insights, and present findings in a clear and actionable manner.
• Strong project management capabilities with the ability to prioritize tasks, manage deadlines, and deliver results.
• Excellent organizational skills, attention to detail, and ability to manage multiple tasks simultaneously.
• Outstanding interpersonal and communication skills, capable of collaborating across teams.
• A proactive mindset to navigate ambiguity, uncover knowledge gaps, and drive continuous improvement.

Benefits

• Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution
• 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation
• Generous Paid Time Off and Paid Parental Leave programs
• Company paid Life and Disability benefits
• Flexible Spending Account, and Employee Assistance Programs
• Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed
• Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning
• Global presence and in-person collaboration opportunities; dog-friendly HQ (US)
• Hybrid office-based roles and remote availability for some roles
• Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters