Customer Success Operations Analyst

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Customer Success Operations Analyst, London

Client:

CAST AI

Location:

London, United Kingdom

Job Category:

Customer Service

EU work permit required:

Yes

Job Reference:

034eb3678790

Job Views:

5

Posted:

24.04.2025

Expiry Date:

08.06.2025

Job Description:

CAST AI is the leading Kubernetes automation platform for AWS, GCP and Azure customers. The company is on a mission to deliver a fully automated Kubernetes experience.

What’s unique about CAST AI is that its platform goes beyond monitoring clusters and making recommendations; it utilizes advanced machine learning algorithms to analyze and automatically optimize clusters, saving customers 50% or more on their cloud spend, improving performance and reliability, and boosting DevOps and engineering productivity.

CAST AI has around 200 employees globally and is headquartered in Miami, Florida.

Why CAST AI?

CAST AI is the leading Kubernetes cost optimization platform for AWS, GCP and Azure customers. The company is on a mission to deliver a fully automated Kubernetes experience. What’s unique about CAST AI is that its platform goes beyond monitoring clusters and making recommendations; it utilizes advanced machine learning algorithms to analyze and automatically optimize clusters, saving customers 50% or more on their cloud spend, improving performance and reliability, and boosting DevOps and engineering productivity.

The company has raised $73M from investors, including Cota Capital, Creandum, Uncorrelated Ventures, and Vintage Investment Partners. CAST AI has nearly 200 employees globally and is headquartered in Miami, Florida.

However, this is merely the beginning. Our product roadmap is filled with exciting innovations that are yet to come. We are searching for intelligent, motivated, and self-reliant people to help us fulfill this ambitious mission.

Core values that hold us all together:

PRACTICE CUSTOMER OBSESSION. Focus on the customer journey and work backwards. Strive to deliver customer value and continuously solve customer problems. Listen to customer feedback, act, and iterate to improve customer experience.

LEAD. Take ownership and lead through action. Think and act on behalf of the entire company to build long-term value across team boundaries.

DEVELOP AND HIRE THE BEST. Strive to raise the performance bar by continuously investing in yourself, the team and by hiring the best possible candidates for every position. Drive towards personal development and professional growth, and mentor others to raise the collective bar.

EXPECT AND ADVOCATE CHANGE. Strive to innovate and accept the inevitable change that comes with innovation. Constantly welcome new ideas and opinions. Share insights responsibly with unwavering openness, honesty, and respect. Once a path is chosen, be ready to disagree and commit to a direction.

Role overview

We are seeking a highly motivated and analytical Customer Success Operations Analyst to join our dynamic team. This critical role focuses on optimizing the efficiency and effectiveness of our Customer Success organization by managing our processes, technology stack and data insights. You will be instrumental in ensuring our Client Partners and Technical Account Managers have the tools, workflows, and information they need to drive customer adoption, retention, and expansion. Deep, hands-on experience with the Planhat platform is essential for this role.

Role responsibilities

Planhat Platform Management & Optimisation:

• Serve as the primary system administrator for Planhat, managing configuration, customization, user roles/permissions, and ongoing maintenance.
• Develop and implement Planhat workflows, playbooks, automation rules, health scoring models, and reporting dashboards to support CS objectives.
• Ensure data integrity within Planhat, managing data flows and integrations with other key systems (e.g., CRM like Salesforce, support ticketing, product usage data).
• Stay current with Planhat product updates and best practices, evaluating and implementing new features to enhance CS operations.
• Troubleshoot Planhat issues and provide support to the CS team.

Process Improvement & Workflow Design

• Analyze existing CS processes (e.g., onboarding, QBRs, renewals, escalations) to identify bottlenecks and areas for improvement.
• Design, document, and implement streamlined, scalable CS workflows, leveraging Planhat capabilities.
• Drive adoption of new processes and best practices across the CS team.

Data Analysis & Reporting

• Develop and maintain key CS metrics, reports, and dashboards within Planhat and potentially BI tools.
• Analyze CS data (e.g., health scores, product adoption, engagement, renewal rates, churn reasons, Sentiment Score) to identify trends, risks, and opportunities.
• Provide actionable insights and regular performance reports to CS leadership and other stakeholders.
• Support territory planning, capacity modeling, and compensation plan administration for the CS team.
• Manage and optimize the broader CS technology stack, ensuring seamless integration and data flow, with Planhat as the central hub.
• Develop and deliver training materials and sessions for the CS team on Planhat usage, new features, and operational processes.
• Create and maintain documentation for CS processes and Planhat configurations.

Cross-Functional Collaboration

• Partner closely with Sales Operations, Marketing Operations, Product, Finance, and Data teams to ensure alignment and effective data sharing.
• Collaborate on initiatives that impact the customer lifecycle and require operational support.

Requirements

Bachelor's degree in Business, Economics, Statistics, Information Systems, or a related field, OR equivalent practical experience.

5+ years of experience in a Customer Success Operations, Sales Operations, Revenue Operations, or similar analytical/operations role, preferably within a B2B SaaS environment.

Proven, hands-on experience administering, configuring, and optimizing the Planhat platform. Candidates must be able to demonstrate deep functional knowledge.

Strong analytical and problem-solving skills, with proficiency in data analysis and visualization (Excel/Google Sheets required; experience with BI tools like Tableau, Power BI, Looker is a plus).

Experience designing, implementing, and optimizing business processes and workflows.

Excellent understanding of common Customer Success metrics, processes, and strategies (e.g., health scoring, churn analysis, renewals management, customer lifecycle).

Experience with CRM systems (e.g., Salesforce, HubSpot) and their integration with CS platforms.

Strong communication (written and verbal) and interpersonal skills, with the ability to collaborate effectively across different teams and levels.

Detail-oriented, organized, and capable of managing multiple projects simultaneously.

Proactive and self-motivated with a strong bias for action.

What's init for you?

• Team of highly skilled professionals to work with and learn from.
• Impact and visibility. Our organization is flat, getting in touch with CEO or CTO is a common practice here.
• Flexible working hours. We deliver instead of sitting in the office 8 to 5.
• Skin in the game. Every employee gets a share of the company.
• 10% time to focus on self-improvement or personal projects.