Principal Operation Analyst, Customer Success

Ladders; United States; Remote; USD 125,000 - 150,000; Full time

Benefits offered by this job

Health and wellbeing resources

Volunteer days

Employee perks

Job summary

Ladders is seeking a Principal Operation Analyst, Customer Success to lead operational clarity and execution in a fast-paced SaaS environment from a remote US base.

You will partner with senior leaders to shape priorities, strengthen planning, and track strategic initiatives with reliable data and reporting frameworks.

Qualifications

• 8+ years in operations, strategy, analytics, or business planning in a SaaS environment.
• Experience in post-sales or Customer Success across stakeholders.
• Ability to influence senior stakeholders and drive programs.

Responsibilities

• Shape operational priorities with senior leaders and improve execution.
• Coordinate cross-functional programs across CS, strategy, and analytics.
• Define reporting schedules and planning calendars for leadership reviews.
• Translate business questions into analytical requirements for partners.
• Develop data needs and reporting frameworks for post-sales workflows.
• Improve data quality and reporting consistency with analytics teams.
• Drive accountability for cross-functional initiatives without adding overhead.
• Create concise leadership materials outlining progress and risks.
• Identify automation opportunities to speed and scale.

Skills

Operations leadership

Cross-functional collaboration

Data fluency

Excel/Google Sheets

SQL knowledge

Stakeholder communication

Post-sales experience

Tools

SQL

Microsoft Excel

Google Sheets

Job description

For our client, we are seeking a Principal Operation Analyst, Customer Success to join the team of a leader in the Information Technology space.

This role will drive operational clarity and execution across post-sales and Customer Success functions in a fast-paced SaaS environment. You will partner closely with senior leaders and cross-functional teams to shape priorities, strengthen planning discipline, and improve how strategic initiatives are tracked and communicated. The position is focused on turning business questions into actionable analysis, building reliable reporting frameworks, and helping leaders make better decisions with timely, high-quality data.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $125,000 – $150,000 annually

Responsibilities

• Partner with senior leaders to shape operational priorities and improve execution of strategic initiatives
• Coordinate cross-functional programs across Customer Success, strategy, and analytics teams
• Define and manage reporting schedules and planning calendars for leadership reviews
• Translate business questions into analytical requirements for technical partners
• Develop operational data needs and reporting frameworks for post-sales workflows
• Work with analytics and tools teams to improve data quality and reporting consistency
• Drive accountability and alignment for cross-functional initiatives without adding unnecessary process overhead
• Create concise materials for leaders that clarify progress, risks, and key updates
• Identify automation opportunities to improve speed and scale

Qualifications

• 8+ years of experience in operations, strategy, analytics, or business planning in a SaaS or technology environment
• Experience in post-sales or Customer Success roles working across stakeholder groups
• Ability to collaborate with senior stakeholders and drive projects through influence
• Strong operational judgment in managing planning processes and strategic initiatives
• High data fluency with advanced Excel or Google Sheets skills and reporting tools experience
• Familiarity with SQL and translating business needs into data requirements
• Exceptional written and verbal communication skills for leadership materials

Benefits

• Health and wellbeing resources for you and your family
• Paid volunteer days to engage with the community
• A wide range of perks designed to support employee satisfaction

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.