Data-Driven Customer Success Ops Analyst

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

Benefits offered by this job

Annual bonus programs

Team-building events

Diversity & inclusion networks

Job summary

Benchmark Gensuite seeks a technically curious Customer Success Operations Analyst to administer and continuously improve the systems supporting our Subscriber Success organization. In this early-career role, you will translate approved strategies into configurations across Vitally, Onboard.io, Staircase, and related tools, partnering with stakeholders to meet business outcomes.

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

Qualifications

• 3-5 years of professional experience in Customer Success Operations, business systems, analytics, process improvement, SaaS administration, or a related operational or technical role.
• Bachelor’s degree in a related field, or equivalent practical experience.
• Strong analytical, mathematical, and problem-solving skills with excellent attention to detail.
• Ability to translate business requirements into clear system configurations and implementation steps.

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.
• 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

Analytical skills

Attention to detail

Technical aptitude

Excel proficiency

Communication skills

Learn new systems

Remote collaboration

Generative AI capabilities

Education

Bachelor’s degree or equivalent in related field

Tools

Vitally

Onboard.io

Staircase

CRM systems

SQL

Job description

Benchmark Gensuite seeks a technically curious Customer Success Operations Analyst to administer and continuously improve the systems supporting our Subscriber Success organization. In this early-career role, you will translate approved strategies into configurations across Vitally, Onboard.io, Staircase, and related tools, partnering with stakeholders to meet business outcomes.

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