Senior CS Operations Analyst: Data-Driven Impact

Riskonnect, Inc.; Pasig; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Riskonnect, Inc. is seeking a Senior Analyst to join our Customer Success Operations team in the Philippines.

You will report to the Senior Director of Customer Success Operations and partner with leadership to deliver data-driven insights and scalable strategies to improve customer experience. The role focuses on analyzing customer data, managing cross-functional projects, and building dashboards to track key metrics that drive retention and health goals across all products and customers.

Qualifications

• 5+ years of professional analytics / business operations / finance / consulting experience.
• Bachelor's degree or equivalent practical experience.
• Experience with CRM platforms, Gainsight, SharePoint, or similar systems.
• Experience coordinating cross-functional projects in operations, Customer Success, Support, or systems environment.
• Strong written and verbal communication skills; ability to translate changes into guidance.
• Some work experience in a related area is preferred.
• Strong organizational skills and attention to detail; experience maintaining process docs.
• Comfort with a fast-paced environment and evolving priorities.

Responsibilities

• Leverage data to create analyses on Customer data to produce actionable insights and strategic recommendations for Customer Success leadership.
• Lead or coordinate cross-functional projects related to Customer Success Operations processes, systems, and enablement.
• Develop and maintain project plans, timelines, status updates, and action-item trackers.
• Identify risks, blockers, and dependencies, escalating as needed for timely delivery.
• Analyze the impact of key initiatives and surface insights for opportunities.
• Build and communicate detailed reporting, dashboards, and analyses on key metrics.
• Partner with Leadership to develop scalable strategies to improve processes and systems with a focus on operational excellence.
• Understand how Success Management relates to Gross Retention across products and customers.
• Collaborate with Finance, Sales Operations, and Professional Services.

Skills

Data analysis

Project management

Cross-functional collaboration

Communication

CRM experience

SaaS familiarity

Education

Bachelor's degree in business / information systems / related field

Tools

Gainsight

SharePoint

Job description

Riskonnect, Inc. is seeking a Senior Analyst to join our Customer Success Operations team in the Philippines.

You will report to the Senior Director of Customer Success Operations and partner with leadership to deliver data-driven insights and scalable strategies to improve customer experience. The role focuses on analyzing customer data, managing cross-functional projects, and building dashboards to track key metrics that drive retention and health goals across all products and customers.