Senior Manager / Manager -Customer Success Operations Analyst

Role: Senior Analyst – Customer Success

Designation: Manager / Senior Manager

Location: Airoli, Navi Mumbai
Work Model: Hybrid
Shift: 6:00 PM – 3:00 AM
Employment Type: Full-Time
Department: Customer Success
Reports To: Chief Customer Officer / Customer Success Leadership

Position Summary

The Senior Analyst, Customer Success is responsible for providing the reporting, analytics, insights, and data infrastructure required to support the Customer Success organization and its executive leadership. This role will serve as a central resource for departmental reporting, customer performance analytics, Monthly Business Review (MBR) materials, Salesforce reporting, and data standardization.

The Senior Analyst will partner closely with the Chief Customer Officer, Customer Success SVPs, Customer Success Managers, Operations, Finance, Sales, and other cross-functional leaders to ensure leaders have accurate, timely, and actionable information to monitor customer performance, identify risks and opportunities, and drive business outcomes.

This position requires a highly analytical, detail-oriented, and business-minded individual who can translate data into clear insights and executive-level reporting.

Key Responsibilities

Customer & Executive Reporting

• Own and maintain recurring Customer Success departmental reporting and dashboards.
• Develop and maintain customer performance reporting, including key operational, financial, quality, service, and customer experience metrics.
• Prepare and refresh Monthly Business Review (MBR) decks, ensuring data is accurate, current, and presented in a clear executive format.
• Support executive and customer-facing presentations with relevant data, trends, insights, and analysis.
• Identify meaningful trends, variances, risks, and opportunities within customer performance data.
• Ensure reporting is delivered accurately and on schedule.

Data & Reporting Standardization

• Establish and maintain standardized definitions, methodologies, and reporting processes across Customer Success.
• Create consistent reporting standards for customer KPIs and performance metrics.
• Partner with business and operational leaders to validate data and resolve discrepancies.
• Identify opportunities to improve data quality, reporting efficiency, and automation.
• Maintain documentation of reporting methodologies, data sources, KPI definitions, and business rules.

Salesforce Reporting & Analytics

• Develop, maintain, and enhance Salesforce reports and dashboards supporting Customer Success.
• Ensure Salesforce reporting aligns with Customer Success processes, account management practices, and leadership requirements.
• Monitor data completeness and accuracy within Salesforce.
• Partner with Salesforce/CRM administrators and business stakeholders to improve reporting capabilities.
• Help identify opportunities to leverage Salesforce data for customer insights, account planning, and performance management.

Customer Success Analytics

• Analyze customer performance and identify trends that may impact retention, satisfaction, growth, quality, or delivery.
• Support identification and monitoring of at-risk and high-priority customers.
• Develop analytical views that help CSMs and executives understand account health and performance.
• Support NPS, customer satisfaction, retention, renewal, and other Customer Success metrics.
• Assist with ad hoc analysis and executive requests as needed.

Executive & Cross-Functional Support

• Serve as a trusted analytical partner to the Chief Customer Officer and Customer Success SVPs.
• Support leadership meetings, business reviews, strategic planning, and special projects.
• Collaborate with Finance, Operations, Sales, Quality, IT, and other departments to obtain and validate data.
• Translate complex data into concise, actionable insights for executive audiences.
• Take on additional analytical and reporting responsibilities as the Customer Success organization evolves.

Required Qualifications

• Bachelor's degree in Business, Finance, Analytics, Information Systems, or a related field.
• 5+ years of experience in business analytics, reporting, operations, customer success, finance, or a related analytical role.
• Advanced Excel skills, including pivot tables, lookups, data manipulation, and reporting.
• Experience developing dashboards, reports, and executive presentations.
• Experience with Salesforce reporting and dashboards.
• Strong analytical and problem-solving skills.
• Exceptional attention to detail and data accuracy.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities and meet recurring reporting deadlines.
• Ability to work effectively with senior executives and cross-functional stakeholders.

Preferred Qualifications

• Experience in Customer Success, healthcare services, revenue cycle management, or a similar services environment.
• Experience with Salesforce CRM and Customer Success reporting.
• Experience with BI/data visualization tools such as Power BI, Tableau, or similar platforms.
• Experience developing customer health scores or customer performance dashboards.
• Experience supporting executive-level business reviews.
• Strong understanding of operational and financial performance metrics.
• Experience with data governance and reporting standardization.

Key Competencies

Analytical Thinking — Ability to interpret data, identify trends, and translate findings into actionable insights.

Business Acumen — Understands how customer, operational, and financial metrics connect to business outcomes.

Executive Communication — Can turn complex information into concise, compelling executive-level reporting.

Data Integrity — Maintains a high standard for accuracy, consistency, and data quality.

Ownership & Accountability — Takes responsibility for recurring deliverables and follows through without extensive oversight.

Collaboration — Builds effective relationships across Customer Success and other functional teams.

Continuous Improvement — Looks for opportunities to automate, simplify, standardize, and improve reporting processes.

Success Measures

Success in this role will be measured by:

• Accuracy and timeliness of Customer Success reporting
• Quality and effectiveness of customer MBR materials
• Adoption and effectiveness of Salesforce reporting
• Standardization and consistency of customer performance metrics
• Improvement in data quality and reporting efficiency
• Ability to provide actionable insights to Customer Success leadership
• Responsiveness to executive and customer reporting needs
• Contribution to improved visibility into customer health, performance, risks, and opportunities

Position Philosophy

The Senior Analyst is more than a reporting resource. This role serves as the analytical backbone of Customer Success—turning customer and operational data into insights that enable leaders to make better decisions, proactively manage risk, and demonstrate measurable customer value.