Renewal & Customer Success Operations Analyst

Blue Heron Capital; Mérida; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading technology firm based in Mérida, Yucatán, seeks a Renewal & Customer Success Operations Analyst for a hybrid role. This position requires strong analytical and operational skills, a passion for improving processes, and bilingual fluency in English and Spanish. The analyst will manage the renewal lifecycle and support Customer Success operations, collaborating closely with various teams. Relevant experience in operations and familiarity with CRM platforms like Salesforce is essential. Competitive relocation package offered.

Servicios

Relocation bonus of $42,500 MNX pesos

Growth opportunities in a people-first culture

Formación

• 2–5 years of experience in operations, revenue operations, renewals, sales support, or customer success operations.
• Ability to interpret data and identify trends.
• Understanding of SaaS contracts and renewal cycles.

Responsabilidades

• Manage and execute renewal lifecycle tasks including preparation and documentation.
• Support administration and enhancement of CS systems.
• Create reports and analytics for Customer Success leadership.

Conocimientos

Strong analytical skills

Attention to detail

Bilingual English/Spanish

Cross-functional collaboration skills

Educación

Bachelor’s degree in Business, Operations, Finance, Analytics, or related field

Herramientas

Salesforce

Gainsight

DealHub

Descripción del empleo

Renewal & Customer Success Operations Analyst

Location: Mérida, Yucatán, México

Company: Verato Inc.

This position is based in Mérida, Yucatán, México. If you do not live in/around Merida, and are still interested in this position, relocation will be required within 60 days of accepting this position. Verato will provide a relocation bonus of $42,500 MNX pesos to help with your move.

About Verato

As digital transformation and AI progress at lightning speed, organizations find themselves data-rich and insights-poor. Digital transformation’s promise to drive better experiences and business performance is falling short. Data is often trapped in silos across disconnected systems of record, such as ERPs and EHRs, systems of engagement, such as CRMs, and systems of insight, such as cloud data platforms. These systems cannot integrate seamlessly without a single source of truth for identity, making it impossible to share and consume complete and trusted 360‑degree views of people, organizations, and networks. Verato, the identity intelligence experts, powers exceptional experiences everywhere by solving the problem that drives everything else — knowing who is who. The Verato MDM Cloudä, the next generation of MDM, delivers unprecedented identity intelligence by uniquely combining extraordinary identity resolution and enrichment with identity verification, AI‑powered data governance, and advanced insights. Verato re‑imagines MDM to be purpose‑built and nimble to drive a complete and trusted 360‑degree view of people, organizations, and networks across complex ecosystems with unmatched speed to value, enterprise‑grade performance, and customer success. More than 75% of the US population flows through Verato, powering a single source of truth for identity across the critical industries of healthcare, life sciences, financial services, public sector, and beyond. For more information, visit verato.com. Core to Verato’s strategy for sustained growth is our commitment to building a strong, people‑first culture that attracts, develops, and retains top talent worldwide. Verato operates on the simple principle that a company must prioritize its employees first and foremost. In return, these employees will take care of the company’s customers, and in turn, those customers will support the company’s shareholders. Verato believes in empowering teams with the best tools and development opportunities available. Staff are given chances to expand their knowledge in areas like technology (e.g., big data, distributed/cloud computing, complex algorithms), healthcare, and organizational development. As Verato continues a path of high growth and significant impact, every team member gains an influential front‑row seat as we execute our business strategy. Together, we can bring about a profound and positive transformation in healthcare as we know it today.

Job Summary

The Renewal & Customer Success Operations Analyst is a critical hybrid role responsible for supporting both the end-to-end renewal lifecycle and the operational systems, processes, and reporting that power the Customer Success organization. This position is split approximately 50% on Renewals Operations and 50% on Customer Success Operations. This role is ideal for someone with strong analytical and operational skills, high attention to detail, and a passion for improving processes that drive customer retention, operational efficiency, and recurring revenue performance. Based in Mérida, MX, this role collaborates closely with Customer Success, Sales, Project Management, Finance, Legal, and Revenue Operations. The analyst ensures accurate and timely renewals, supports CS operational workflows, contributes to automation and reporting, and identifies risks across the customer lifecycle. This position reports to the Sr. Director of Customer Success and partners closely with the Revenue Operations team.

Responsibilities

Renewal Operations (50%)

• Manage and execute renewal lifecycle tasks, including tracking, preparation, validation, and documentation.


• Partner with Customer Success Managers and Sales to gather requirements, answer questions, and drive on-time renewals.


• Coordinate with Finance and Legal on contract terms, pricing, approvals, and timing.


• Identify renewal risks early by analyzing usage, customer data, contract history, and internal signals; elevate issues as needed.


• Maintain accurate renewal data and ensure data integrity across Salesforce, DealHub, and internal tools.


• Prepare renewal dashboards, forecasts, and weekly reports to help leadership monitor status, risks, and trends.


• Support renewal-related audits, billing validations, deal reviews, and compliance checks.


• Contribute to process improvements that streamline renewal workflows, shorten cycle times, and enhance accuracy.

Customer Success Operations (50%)

• Support administration and enhancement of CS systems (e.g., Gainsight, Salesforce), including workflows, playbooks, health scores, and alerts.


• Maintain and improve customer lifecycle processes, including onboarding, QBR preparation, success plan workflows, and engagement tracking.


• Create reports, dashboards, and analytics to support Customer Success leadership with insights on retention, product usage, health, and churn/expansion trends.


• Collaborate with Revenue Operations on data quality, system alignment, and cross‑functional operational initiatives.


• Document CS processes, SOPs, and internal enablement materials to drive consistency and operational excellence.


• Participate in special projects related to CS tooling, automation, customer data governance, and process optimization.


• Support CSMs by preparing customer insights, account summaries, and data to improve customer outcomes.

Requirements

• Bachelor’s degree in Business, Operations, Finance, Analytics, or related field.


• 2–5 years of experience in operations, revenue operations, renewals, sales support, or customer success operations.


• Strong analytical skills with the ability to interpret data, identify trends, and highlight risks.


• Excellent attention to detail and organizational skills in a fast‑paced environment.


• Strong communication and cross‑functional collaboration skills.


• Experience with Salesforce, DealHub, Gainsight, and/or similar CRM or CS platforms.


• Understanding of SaaS contracts, renewal cycles, and basic revenue concepts.


• Ability to work independently with minimal oversight while driving accountability.


• Proactive, resourceful, and process‑improvement oriented.


• Bilingual English/Spanish.


• SaaS or subscription‑based experience preferred.