Customer Success Operations Analyst

insightsoftware

. Design and implement improvements to streamline Customer Success operations .

Posted 10/27/2026full-timeRemote • United StatesJunior💰 $65,000 - $81,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Customer Success operations, including process improvement, data analysis, and project management. Proficient in Salesforce and Excel, with a strong focus on KPIs and operational metrics.

Highest-signal resume keywords

Salesforce ExperienceData AnalysisProject ManagementCustomer Success OperationsExcel Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisProject ManagementProcess ImprovementKPI TrackingForecastingRenewal ManagementCustomer Engagement AnalysisOperational MetricsSalesforce CPQCustomer Success Platforms

Soft Skills

Interpersonal SkillsOrganizational SkillsProblem SolvingCollaborationAdaptability

Tools & Technologies

SalesforceGongExcelBusiness Systems

Industry Keywords

Customer SuccessBusiness OperationsSales OperationsRetention ProgramsChurn Risk Management

About the role

Key responsibilities & impact

Design and implement improvements to streamline Customer Success operations
Ensure new processes reduce friction and free up CSM time for customer-facing activities
Maintain current process documentation as the team evolves
Support development, documentation, and management of core Customer Success business processes, including forecasting, renewal inspection and management, and operating rhythm
Identify renewal health, expansion opportunities, and churn risks through data analysis
Evaluate new tools and support implementation and adoption efforts
Pull data from Salesforce, Gong, and other systems to surface insights on CSM activity and customer engagement
Work with Customer Success leadership to identify gaps in metrics and reporting
Collaborate with Business Systems to enhance source systems such as Salesforce
Coordinate and track key Customer Success operational initiatives, including process improvements, tool implementations, retention programs, save plays, and reference customer programs
Support measurement and iteration of initiatives and track KPIs and outcomes against defined success metrics
Coordinate across Customer Success leadership, Digital Success, Product, Sales, and other functions to ensure initiative alignment

Requirements

What you’ll need

1–3 years of experience in a business analytical role, ideally in Business Operations, Sales Operations, or Customer Success Operations
Strong business acumen and interpersonal skills
Familiarity with Customer Success operations, KPIs, and processes
1+ years of Salesforce experience (required)
Superb Excel skills
Highly analytical and data driven
Strong project management skills
Organized, collaborative, and effective problem solver
Proactive, resourceful, and adaptable
Ability to work in an autonomous and continuously evolving work environment
Nice-to-have: experience with Salesforce CPQ, Gong, Customer Success Platforms (CSPs), and other related tools
Background checks are required for employment where permitted by country, state/province

Benefits

Comp & perks

Additional bonus eligibility may apply
Confidential handling of applicant information
Equal employment opportunity workplace