Senior CS Ops Analyst - AI-Powered Enablement & Automation

Ellucian

Reston (VA)

On-site

USD 90,000 - 130,000

Full time

2 days ago

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Benefits offered by this job

Comprehensive health coverage

Flexible time off

401k with match

Parental Leave

Telemedicine

Wellness program

Job summary

Ellucian, a leading higher education technology provider, seeks a Sr Customer Success Operations Analyst in Reston, VA. You will design scalable CS processes, automate workflows, and enable data-driven customer engagements.

Collaborate with CS, Revenue Enablement, BI, and cross-functional teams to translate needs into repeatable, AI-enabled solutions. You will build dashboards, optimize systems like Gainsight and Salesforce, and drive adoption of new processes with live training and

Qualifications

2-5 years of experience in Customer Success Operations or a related analytical/operational role within a SaaS environment.
Experience translating Customer Success processes and business requirements into scalable solutions using platforms such as Gainsight, Staircase, or similar tools.
Strong analytical skills with experience building reports and dashboards and translating data into actionable insights.
Experience designing and implementing workflows, automations, and scalable customer lifecycle programs. Familiarity with CRM systems (e.g., Salesforce) and integrating data across multiple systems.
Strong project management and execution skills with the ability to manage multiple initiatives simultaneously.
Strong communication skills, with the ability to translate technical concepts into clear, actionable guidance for business stakeholders.
Experience developing enablement content across multiple formats (live training, documentation, video, internal communications).
Detail-oriented with a strong focus on data accuracy and process consistency.
Curiosity and interest in leveraging AI to improve operational efficiency and customer outcomes.
Nice to Have: Gainsight Level 3 Certification (or equivalent), API integrations, data architecture concepts, familiarity with higher education tech, BI tools (Snowflake, Tableau, Power BI).

Responsibilities

Increase CS team capacity by identifying and eliminating unnecessary administrative work through process improvement, automation, and AI-enabled solutions.
Make Customer Success processes easier and more consistent to execute by designing scalable workflows and translating business requirements into intuitive system experiences.
Improve the quality of customer engagements by ensuring timely access to relevant customer context, signals, and recommended actions needed to prepare, prioritize, and engage effectively.
Increase the value delivered through the CS technology stack by configuring and optimizing Gainsight, Staircase AI, and related tools.
Use automation and AI to reduce manual effort, synthesize customer information, improve signal detection, and help teams identify where their attention will have the greatest impact.
Improve portfolio and organizational visibility by creating and maintaining reporting, dashboards, and operational views that make customer health, risk, retention, growth, and execution priorities easy to understand and act upon.
Build trust and confidence in the customer intelligence ecosystem by ensuring the accuracy, consistency, and reliability of data, signals, and system-generated insights through proactive data and integration management.
Enable consistent execution of critical lifecycle motions, including risk management, business reviews, success planning, and other lifecycle programs.
Drive adoption of new processes, tools, and ways of working through effective change management and multi-modal enablement, including live training, written documentation and job aids, on-demand video, and internal communications.
Continuously evaluate how CS work gets done, using operational performance, team feedback, and data to identify opportunities to simplify processes and improve team effectiveness.