Revenue Operations Analyst

IRIS Software Group; Manchester; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

IRIS Software Group is seeking a detail-oriented Customer Success Operations Analyst for a 12-month fixed-term contract in Manchester or Slough. The role involves supporting the systems, data, and operational insights within Customer Success operations. Candidates should have over 2 years' experience in Customer Success Operations and be proficient with Salesforce and Gainsight. This hybrid position offers competitive pay and requires strong analytical and data management skills.

Qualifications

• Minimum 2 years’ experience in Customer Success Operations or similar role.
• Strong experience with Salesforce report and dashboard building.
• Hands-on experience with Gainsight or similar CS platforms.

Responsibilities

• Support administration and configuration of Gainsight.
• Manage integrations between Gainsight, Salesforce, and support platforms.
• Build dashboards and reports tracking key customer metrics.

Skills

Customer Success Operations

Salesforce

Analytical skills

Gainsight

BI tools

SQL

Data querying tools

Tools

Gainsight

Salesforce

NetSuite

Job description

Manchester or Slough (Hybrid 8 days a month in office)

Competitive + Bonus

We’re looking for a detail‑oriented and analytically driven Customer Success Operations Analyst to join our Customer Success & Renewals Operations team for a 12 month fixed term contract. Reporting into the Senior Director of Customer Success, you’ll play a hands‑on role supporting the systems, data, and operational insights that underpin our global Customer Success organisation.

This is an excellent opportunity to develop deep expertise in CS Operations within a high‑growth B2B SaaS environment. You’ll work closely with the Director of CS Operations, Customer Success leadership, and cross‑functional RevOps partners, contributing directly to retention, renewal, and expansion outcomes.

What You’ll Be Doing

• Supporting the administration and ongoing configuration of Gainsight, including health scores, playbooks, CTAs, and Journey Orchestrator campaigns
• Helping manage integrations between Gainsight, Salesforce, NetSuite, and support platforms, monitoring data flows and resolving data quality issues in partnership with RevTech and Data teams
• Building and maintaining dashboards, reports, and operational insights across Gainsight, Salesforce, and BI tools, tracking key metrics such as GRR, NRR, churn, customer health, and expansion performance
• Preparing QBR materials, renewal forecasts, and leadership reporting, and supporting data reconciliation across Customer Success, Sales, and Finance
• Analysing customer lifecycle and health data to identify trends, risks, and opportunities, supporting proactive churn identification
• Maintaining and supporting documentation for CS playbooks, onboarding journeys, renewal workflows, and escalation processes
• Assisting with testing and quality assurance of system and configuration changes prior to wider rollout
• Providing day‑to‑day operational support to the Customer Success and Renewals teams, responding to ad‑hoc data, reporting, and system requests
• Collaborating cross‑functionally with Sales Ops, Marketing Ops, RevOps, Data, and IT on reporting alignment and operational initiatives

What We’re Looking For

• 2+ years’ experience in Customer Success Operations, Revenue Operations, Sales Operations, or a related analytical GTM role
• Strong experience with Salesforce, including report and dashboard building
• Proven analytical skills with confidence working with large datasets and translating insights into clear outputs
• Experience building reports in Gainsight, Salesforce, or BI tools (Tableau, Looker, Power BI)
• High attention to detail, strong data ownership, and a proactive, self‑starting mindset
• Comfortable working in a fast‑paced, matrixed environment with non‑technical stakeholders
• Hands‑on experience with Gainsight or similar CS platforms (e.g. ChurnZero, Totango)
• Familiarity with NetSuite or ERP / finance systems
• Working knowledge of SQL or data querying tools
• Understanding of SaaS customer lifecycle, renewals, and expansion
• Exposure to operational documentation or change management

Please note:

We occasionally close vacancies early in the event that we receive a high volume of applications. Therefore we recommend you apply as soon as possible.