Customer Success Operations Analyst - Remote Eligible

Customer Success Operations Analyst

The Customer Success Operations Analyst is a critical role within our Revenue Operations team, focused on enabling our Customer Success teams—including CSMs, Account Managers, Technical Implementers, and Support—to scale efficiently and deliver exceptional customer outcomes. You'll serve as a cross-functional problem solver, data wrangler, process optimizer, and systems specialist. This role is perfect for someone who thrives in a dynamic environment, can juggle competing priorities, and wants to have a direct impact on customer experience and retention.

The Customer Success - Revenue Operations team at AlphaSense drives productivity and improves efficiency for our account managers, CSMs, implementation specialists, support specialists and leadership. We create and implement operational reporting & analytics, improve processes, and enable strategic initiatives that impact the revenue organization. At our core, we are a dynamic team of highly driven self-starters who are passionate about operations and thrive in a fast paced, challenging environment.

What You'll Do:

• Process Optimization: Identify inefficiencies in Customer Success workflows and implement scalable solutions across onboarding, renewals, adoption, and support processes.
• Firefighting & Problem Solving: Act as a first responder to operational issues—whether it's a broken workflow, data discrepancy, or urgent tooling issue—and triage quickly.
• Data Analysis & Insights: Build dashboards, perform deep-dive analyses, and generate actionable insights on customer health, engagement, and retention to support strategic decision-making.
• Stakeholder Collaboration: Partner closely with CS leaders, Product, Sales, Support, and Revenue Operations to align on priorities, gather requirements, and deliver on initiatives.
• Tool Management: Own or support the administration of key systems (e.g., Salesforce, Gainsight, Zendesk, Looker) and drive the evaluation and implementation of new tools as need.
• Help shape the backbone of a high-impact Customer Success org at a transformative AI company.
• Work with passionate, talented colleagues across Sales, CS, Marketing, RevOps, Finance, and BI.

Who You Are:

• 2–4 years of experience in a Customer Success, Revenue Operations, BizOps, or similar analytical/operational role—ideally at a high-growth SaaS or AI company.
• Strong analytical skills; proficient in Excel/Sheets and data visualization tools (e.g., Looker, Tableau, Power BI).
• Experience with systems like Salesforce, Catalyst, Zendesk, or other CS/CRM platforms.
• Exceptional organizational skills and the ability to manage multiple priorities under tight deadlines.
• Comfortable working in ambiguity and solving open-ended problems with a proactive mindset.
• Strong communication skills with the ability to influence and build trust with cross-functional teams.
• Bonus: Experience with SQL, or other scripting languages.