Customer Success Operations Analyst

Benchmark Gensuite; Mason (OH); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Annual bonus

Team-building events

Off-cycle reviews

Happy hours

Virtual events

Diversity group

Sustainability group

Job summary

Benchmark Gensuite is seeking a technically curious Customer Success Operations Analyst to administer and continuously improve Subscriber Success systems. You’ll translate approved strategies into configurations across Vitally, Onboard.io, Staircase, and related tools, partnering with stakeholders to define requirements and implement efficient processes.

The ideal candidate is analytical, detail-oriented, and eager to learn how people, data, and technology collaborate.

Qualifications

• Bachelor’s degree in Business, Information Systems, Analytics, Mathematics, Engineering, Computer Science, or related field.
• 3–5 years in Customer Success Operations, business systems, analytics, or SaaS administration.
• Strong technical aptitude and ability to learn unfamiliar software systems quickly.
• Strong analytical, mathematical, and problem-solving skills with attention to detail.
• Ability to translate business requirements into clear system configurations and implementation steps.

Responsibilities

• Administer and maintain Subscriber Success platforms like Vitally, Onboard.io, Staircase, and related tools.
• Translate strategies into system configurations, workflows, and user experiences.
• Collaborate with stakeholders to clarify requirements and identify constraints.
• Configure health scores, onboarding workflows, alerts, and lifecycle stages.
• Build dashboards and reports to monitor onboarding, health, engagement, and risk.
• Support data fields, permissions, integrations, imports/exports, and data synchronization.
• Test changes and maintain system documentation and user guides.
• Provide system support and training to users, resolving issues promptly.
• Gather feedback to improve usability and efficiency.
• Stay informed about AI capabilities and opportunities to optimize operations.

Skills

Analytical mindset

Communication

Detail-oriented

Problem-solving

Independent worker

Education

Bachelor’s degree or equivalent

Tools

Vitally

Onboard.io

Staircase

Job description

Customer Success Operations Analyst
Full Time - Hybrid
Cincinnati, OH

Innovate with Benchmark Gensuite as a Customer Success Operations Analyst

Benchmark Gensuite Benefits

At Benchmark Gensuite, your hard work is rewarded. We offer annual bonus programs, regular team-building events, and off-cycle reviews to promptly give excellent performers their due. With engaging team activities including happy hours and exciting virtual events, we actively encourage our teams to connect and build a strong, supportive, and fun rapport! Our Benchmark Gensuite Team Member Networks, like the Respect for Diversity Group and the Sustainability Group, offer a safe and supportive space, bringing together team members who share a common identity and empowering them to voice their ideas and initiate action. Explore Benchmark Gensuite job openings and come join us as we combine our collective creativity and passion to meet and exceed the expectations of our customers.

About Benchmark Gensuite…

Benchmark Gensuite® enables companies to implement robust, cross-functional digital systems for EHS, Sustainability, and ESG Reporting through a unified digital platform—locally, globally and across diverse operating profiles.
With intuitive, best-practice-based process functionality, flexible configurations, and powerful extensions, the Benchmark Gensuite® platform has helped companies worldwide manage their EHS, Sustainability; Quality; Operational Risk and Compliance; Product Stewardship, and Supply Chain Risks for over two decades; and now organically integrated with cutting-edge ESG disclosure reporting and management solutions. Join over 3 million users that trust Benchmark Gensuite® with their software system needs and benefit from rapid deployment and adoption, immediate return on investment (ROI), service excellence, and collaborative innovation.

About the Role

We are seeking a technically curious and process-oriented Customer Success Operations Analyst to administer and continuously improve the systems that support our Subscriber Success organization.

In this early-career individual-contributor role, you will translate approved Subscriber Success strategies and processes into effective system configurations, workflows, reports, and user experiences across platforms such as Vitally, Onboard.io, Staircase, and related tools.

You will partner with Subscriber Success leaders and other stakeholders to understand business needs, clarify requirements, identify technical or process constraints, and recommend practical implementation approaches. This role focuses on implementing strategic direction within our systems rather than independently defining Subscriber Success strategy or business processes.

The ideal candidate is technically curious, analytical, detail-oriented, and eager to learn how people, processes, data, and technology work together. Direct experience administering Subscriber Success platforms is helpful but not required.

Key Responsibilities

• Administer and maintain Subscriber Success platforms, including Internal Systems, Vitally, Onboard.io, Staircase, and related tools.

• Translate approved strategies and processes into system configurations, workflows, automations, playbooks, lifecycle stages, templates, and user experiences.
• Partner with stakeholders to understand desired business outcomes, clarify requirements, and identify dependencies or constraints.
• Recommend technically sound alternatives when requested solutions may create unnecessary complexity or fail to achieve the intended outcome.
• Configure and maintain health scores, success plans, onboarding workflows, alerts, tasks, segmentation rules, and other operational components.
• Build dashboards and reports to monitor onboarding, subscriber health, engagement, adoption, risk, and operational performance.
• Support data fields, permissions, integrations, imports, exports, and data synchronization across Subscriber Success systems.
• Monitor data quality and system performance, troubleshoot issues, and coordinate with internal teams or vendors as needed.
• Test system changes and ensure configurations perform as intended without disrupting existing workflows.
• Maintain system documentation, business rules, troubleshooting procedures, user guides, and training materials.
• Provide system support and training to users, identifying root causes and resolving issues in a clear and timely manner.
• Manage assigned system requests according to priorities established by Subscriber Success leadership.
• Gather user feedback and usage insights to improve usability, reliability, data visibility, and process efficiency.
• Stay informed about platform and emerging AI capabilities and recommend practical opportunities to improve system administration and operational efficiency.

Skills and Qualifications

• Bachelor’s degree in Business, Information Systems, Analytics, Mathematics, Engineering, Computer Science, or a related field, or equivalent practical experience.

• 3-5 years of professional experience in Customer Success Operations, business systems, analytics, process improvement, SaaS administration, or a related operational or technical role.
• Strong technical aptitude and ability to learn unfamiliar software systems quickly.
• Strong analytical, mathematical, and problem-solving skills with excellent attention to detail.
• Process-oriented mindset and interest in understanding how work moves across people, systems, and teams.
• Ability to translate business requirements into clear system configurations and implementation steps.
• Ability to ask thoughtful questions, challenge unclear assumptions, and recommend alternatives while respecting established decision-making authority.
• Strong organizational skills and ability to manage multiple requests and priorities.
• Strong written and verbal communication skills, including the ability to explain technical concepts to nontechnical users.
• Proficiency with Microsoft Office, particularly Excel.
• Ability to work independently in a remote environment while collaborating effectively with stakeholders.
• Demonstrated proficiency using generative AI tools for research, analysis, troubleshooting, documentation, and operational efficiency.
• Interest in Subscriber Success, Customer Success Operations, business systems, process improvement, SaaS administration, and emerging AI capabilities.

Preferred but not required

• Experience with Vitally, Onboard.io, Staircase, a Customer Success platform, CRM, or other SaaS business system.

• Experience with reporting, data visualization, SQL, system integrations, or workflow automation.
• Internship, academic, volunteer, or project experience involving systems, analytics, process design, technology, or operations.

Travel Requirements

• Occasional travel may be required for team meetings, company events, conferences, or other business needs.

• Travel expenses, including transportation, accommodation, and meals, will be reimbursed according to the company’s travel policy.

Questions about the position? Please contact our HR Team, at [e-mail].

Department: Operations Support