Senior Analyst, Customer Success Operations
About the role
About the Role
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.
About the Team
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.
What You'll Do
- 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.