Customer Success Operations Analyst

Customer Success Operations Analyst

At Appspace, we're passionate about creating better work experiences for people everywhere, and we're looking for people that feel the same way. Our global office locations and flexible work culture help you work wherever and however you're at your best. Plus, we take the time to help you enjoy your work, build lasting connections, and grow your role. Join the Appspace team and be a part of a culture that's helping people everywhere love where they work.

Your Role as a Customer Success Operations Analyst

The CS Ops Analyst will partner with our Customer Success (CS) organization to drive the effectiveness and efficiency of CS. The CS Ops Analyst will define and execute against our strategic priorities. This role will build a foundation of data accessibility for our Customer Success Management (CSM) team and drive reporting across our broader CS org.

A Day in the Life of a Customer Success Operations Analyst :

• Drive customer retention though tracking leading indicators of renewals and upsells, and analyze them to provide actionable insights to CS leadership
• Use data to identify at-risk accounts and create playbooks for CSMs to address
• Analyze strategic accounts for upsell and assist in defining playbooks and processes to target growth
• Empower the customer success organization by developing key dashboards for use by the CS and CS leadership team
• Define scalable processes for 1 : Many communications, and work with cross-functional teams to develop tech-touch model to synchronize with CSM touchpoints to facilitate digital enablement
• Work with cross-functional teams to instrument data and processes to help meet renewal and upsell targets and deliver on customers' needs
• Develop key dashboards for use by the executive team for reflecting the activities and metrics within customer success
• Implement and manage software that facilitates CSM Ops activities
• Determine the timing and content of touch points for CSMs along the customer journey to drive optimal adoption and net promoter score
• Assist the Onboarding team in continuous improvements and modifications based on product enhancements and customer needs

What You'll Need

The Perks of Working for Appspace

For all our US based team members, we offer a variety of benefits from competitive salaries, medical, dental and vision coverage, disability coverage, employer paid life insurance, mental health resources, 401(k) plan and a fully paid parental leave program.

Additional perks include :

Appspace is committed to equitable compensation practices and complies with all applicable local, state, and federal regulations. For jurisdictions that require pay scale disclosure, a general compensation range may be provided during the initial stages of the interview process. Final compensation will be based on multiple factors including experience, skills, certifications, and overall fit for the role. If you are located in a jurisdiction with specific pay transparency requirements, we will be happy to discuss the relevant range during your application process.