Success Operations Analyst I

Responsibilities

• Own defined Success Operations programs, initially focused on customer recovery, cross-sell, contact strategy, unresponsive-customer workflows, and AI-enabled inbound call center operations.
• Set goals, milestones, owners, and success measures; manage launch and ongoing performance.
• Analyze conversion, retention, revenue, cost to serve, productivity, quality, and customer experience data. Validate results, investigate changes, and turn findings into clear recommendations and next steps.
• Improve operational workflows by finding failure points, clarifying handoffs, documenting procedures, and implementing changes that increase speed, quality, and reliability.
• Test new approaches within your programs, including approved AI tools and lightweight automation. Verify outputs, measure impact, and work with technical partners when broader system changes are needed.
• Coordinate execution across Success, Service, Partnerships, Product, Data Science, Engineering, Finance, Legal, and Marketing. Align stakeholders, surface risks, resolve dependencies, and communicate decisions and progress.
• Build and maintain the reporting, playbooks, metric definitions, and quality controls that help teams run programs consistently and identify where to improve.
• In order to be successful, you must bring
• 3–5 years of experience in Success Operations, Customer Success Operations, Marketplace Operations, Business Operations, program management, analytics, consulting, or a related field.
• A track record of independently delivering cross-functional operational work that improved customer outcomes, growth, efficiency, quality, or reliability.

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