Customer Success Ops Analyst - Data-Driven Optimizer

insightsoftware, LLC; United States; Remote; USD 65,000 - 81,000; Full time

Job summary

insightsoftware, LLC is seeking a collaborative and data-driven problem-solver to optimize Customer Success operations. You will design and document core CS processes, analyze renewal risks, and partner with CS leadership to remove friction and drive adoption of improvements.

You will pull data from Salesforce, Gong, and other systems; maintain process documentation; support tool implementation; and track KPIs while coordinating with CS, Digital Success, Product, and Sales to align initiatives.

Qualifications

• 1-3 years experience in a business analytical role, ideally in Business Operations/Sales Operations/Customer Success Operations.
• Strong business acumen and interpersonal skills.
• Familiarity with Customer Success operations, KPIs, and processes.
• 1+ years Salesforce experience (required).
• Superb Excel skills.
• Highly analytical and data driven.
• Strong project management skills; organized, collaborative, and effective problem solver.
• Proactive, resourceful, and adaptable; thrives in an autonomous and evolving work environment.
• Nice-to-have: experience with Salesforce CPQ, Gong, CSPs, and other related tools.

Responsibilities

• Help design and implement improvements to streamline operations; ensure new processes reduce friction and free up CSM time for customer-facing activities.
• Maintain process documentation and ensure it stays current as the team evolves.
• Support development, documentation, and management of core CS business processes (forecasting, renewal inspection and management, operating rhythm).
• Identify renewal health, expansion opportunities, and churn risks through data analysis.
• Assist in evaluating new tools and support implementation and adoption efforts.
• Pull data from Salesforce, Gong, and other systems to surface insights on CSM activity and customer engagement.
• Work with CS leadership to identify gaps in current metrics and reporting.
• Collaborate with Business Systems to enhance source systems (e.g., Salesforce) for meaningful data capture.

Skills

Analytical thinking

Business acumen

Project management

Collaboration

Communication

Detail-oriented

Proactive

Autonomous

Problem solving

Tools

Salesforce

Gong

Salesforce CPQ

CS Platforms

Excel

Job description

insightsoftware, LLC is seeking a collaborative and data-driven problem-solver to optimize Customer Success operations. You will design and document core CS processes, analyze renewal risks, and partner with CS leadership to remove friction and drive adoption of improvements.

You will pull data from Salesforce, Gong, and other systems; maintain process documentation; support tool implementation; and track KPIs while coordinating with CS, Digital Success, Product, and Sales to align initiatives.