Senior Analyst, Customer Success Operations in the USA
AlphaSense is hiring a Senior Analyst, Customer Success Operations to join our Revenue Operations team in the USA. This senior-level customer service role offers a salary of $99,000 and requires 3 to 5 years of customer ops experience, ideally within a high-growth B2B SaaS or AI company.
Key Responsibilities
- Build and maintain reporting on core Customer Success metrics such as NRR, GRR, renewal rates, and usage and engagement KPIs.
- Partner with cross-functional teams including account managers, customer success managers, pre-sales, and application specialists on complex projects.
- Support the Senior Manager, Customer Success Operations on program delivery and broader strategic initiatives like CS Platforms and Usage Based Pricing.
- Serve as a cross-functional problem solver and act as the go-to resource for customer-facing and operational context.
Candidate Requirements
- 3 to 5 years of relevant customer ops experience with prior exposure to customer success.
- Strong grasp of SaaS and Customer Success metrics including NRR, GRR, renewal rates, MAU, and DAU.
- Familiarity working in Salesforce, Gainsight, and forecasting tools like Clari or Gong.
- Ability to thrive in ambiguity and proactively solve open-ended problems.