Senior Analyst (Customer Success Operations)

• The Senior Analyst, Customer Success Operations is a critical role within our Revenue Operations team, bringing broad Customer Success and Account Management knowledge to support our most complex projects
• You’ll serve as a cross-functional problem solver and connective layer across Customer Success Operations, making sure our programs and strategic work reflect real, on-the-ground context
• This role is perfect for someone who thrives in ambiguity, enjoys being a go-to resource across functions, and wants a direct hand in how we execute our roadmap
• 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 and 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
• Domain Expertise: Bring working knowledge of customer success and account management into Customer Success Operations. Nice to have exposure to pre-sales and application specialist functions
• CS Metrics & Reporting: Build and maintain reporting on core Customer Success metrics, including NRR, GRR, renewal rate, and usage and engagement KPIs, translating trends into insight CS leadership can act on and run the QA checks that catch issues before they reach leadership
• Cross-Functional Deployment Support: Partner with cross-functional teams, including account managers, customer success managers, pre-sales, and application specialists when needed, on large and complex projects
• Strategic Project Execution: Support the Senior Manager, Customer Success Operations on program delivery across our customer base, including account level context that requires broad cross-functional fluency
• Cross-Functional Partnership: Build working relationships with pre-sales, application specialists, and CS leadership stakeholders to represent CS Operations needs and surface early signals
• Project Support: Contribute to broader strategic project delivery, including CS Platform and Usage Based Pricing, as capacity allows
• Be the go to person for cross-functional and customer facing context within Customer Success Operations

Benefits

• Work from home opportunities- 3 to 5 years of customer ops experience, ideally at a high-growth B2B SaaS or AI company
• Comfortable working in ambiguity and solving open-ended problems with a proactive mindset
• Strong understanding of core SaaS and Customer Success metrics, including NRR, GRR, renewal rate, and usage-based KPIs such as MAU and DAU
• Prior exposure to customer success
• Bonus: experience with SQL, or a data warehouse tool such as Snowflake or BigQuery, and familiarity with a BI platform such as Tableau
• Strong communication skills with the ability to influence and build trust with cross-functional teams
• Exceptional organizational skills and the ability to manage multiple priorities under tight deadlines
• Comfortable working in Salesforce, Gainsight, and forecasting tools such as Clari or Gong