Success Operations - Senior Analyst (Night Shift)

Hammerjack Pty Ltd; Philippines; On-site; PHP 700,000 - 1,200,000; Full time

Job summary

Riskonnect seeks a Senior Analyst, Success Operations to transform customer data into actionable insights and strategic recommendations. You will collaborate with CS leadership to drive retention and operational excellence across a global SaaS organization, turning health and journey data into tangible improvements.

You will lead data and insights initiatives, build dashboards, and coordinate cross-functional projects that optimize CS operations, finance, and services alignment for better

Qualifications

• 5+ years of experience in analytics, business operations, finance, or consulting.
• Experience coordinating or leading cross-functional projects in an operations, CS, support, or systems environment.
• Strong organizational skills and ability to maintain process documentation.

Responsibilities

• Analyze customer health, risk, and journey data to surface actionable insights.
• Build and maintain dashboards, reports, and presentations on key business metrics.
• Lead or coordinate cross-functional projects across CS Ops processes, systems, and enablement.
• Develop and maintain project plans, timelines, status updates, and action-item tracking.
• Identify project risks, blockers, and dependencies, and elevate issues to keep delivery on schedule.
• Design scalable strategies that improve processes, systems, and team effectiveness.

Skills

Analytical mindset

Cross-functional collaboration

Project coordination

Organizational skills

Education

Bachelor's degree in business, information systems, communications, or related field

Tools

CRM platforms (Gainsight)

SharePoint

Job description

Company Description

Riskonnect is a global leader in integrated risk management software solutions. Our advanced technology enables organizations to anticipate, manage, and respond proactively to both strategic and operational risks. With over 2,000 risk professionals, we serve more than 2,500 customers across six continents, delivering innovative solutions to help businesses thrive. For more information, please visit www.riskonnect.com.

About the role

Turn customer data into decisions that move the business forward. As Senior Analyst, Success Operations, you'll partner directly with CS leadership to build the insights, dashboards, and project plans that drive retention and operational excellence across a global SaaS organization. You'll be the analytical backbone of the Customer Success Operations team, turning customer health and journey data into strategic recommendations while leading cross-functional projects that keep operational initiatives on track.

WHAT YOU'LL DO

Data & Insights

• Analyze customer health, risk, and journey data to surface actionable insights
• Build and maintain dashboards, reports, and presentations on key business metrics
• Evaluate the impact of major business initiatives and proactively flag opportunities

Project & Program Management

• Lead or coordinate small-to-medium cross-functional projects across CS Ops processes, systems, and enablement
• Develop and maintain project plans, timelines, status updates, and action-item tracking
• Identify project risks, blockers, and dependencies, and elevate issues to keep delivery on schedule

Strategy & Cross-Functional Partnership

• Partner with CS leadership to design scalable strategies that improve processes, systems, and team effectiveness
• Build a deep understanding of how Success Management connects to Gross Retention across products
• Collaborate with Finance, Sales Operations, and Professional Services to align on shared outcomes

A BIT ABOUT YOU

Must-Haves

• 5+ years of experience in analytics, business operations, finance, or consulting
• Bachelor's degree in business, information systems, communications, or related field (or equivalent practical experience)
• Experience coordinating or leading cross-functional projects in an operations, CS, support, or systems environment
• Strong organizational skills, including experience maintaining process documentation or operational materials
• Comfortable working in a fast-paced environment with shifting priorities

Good-to-Haves

• Prior experience in a SaaS environment
• Hands-on experience with CRM platforms, Gainsight, SharePoint, or similar business systems
• Ability to translate process and system changes into clear guidance for end users

What We Value

We're proud of our diverse global team, all working in a collaborative environment and happy to share these common

Values

• Curious and Clever – Smart questions spark smart solutions
• Entrepreneurial Energy – Think like an owner. Solve like a founder
• Fast with Intent – We move fast and deliver real results
• Laugh and Learn – We don't take ourselves too seriously, just our results