Senior Analyst, Customer Success Operations

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $99k - $110k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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AlphaSense

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2011

💼 Consulting

🏥 Healthcare

📣 Marketing

💰 Debt Financing on 2022-06

Consulting • Healthcare • Marketing

AlphaSense is a market intelligence and search platform that empowers companies to unlock critical insights across an extensive universe of public and private content, including company filings, broker research, expert calls, and market trends. Its AI-driven technology affords users the ability to conduct comprehensive due diligence with speed and accuracy, reducing uncertainty and blind spots in decision-making. Trusted by major corporations, financial institutions, and asset management firms globally, AlphaSense serves sectors such as financial services, health care, and technology by providing generative AI-powered solutions that integrate internal proprietary data with external premium content.

📋 Description

• Bring customer success and account management knowledge into Customer Success Operations • Build and maintain reporting on NRR, GRR, renewal rate, usage, and engagement KPIs • Translate customer success metric trends into actionable insights for leadership • Run QA checks to identify reporting issues before they reach leadership • Partner with account managers, customer success managers, pre-sales, and application specialists on large and complex projects • Support the Senior Manager, Customer Success Operations with program delivery across the customer base • Build relationships with pre-sales, application specialists, and Customer Success leadership stakeholders • Contribute to strategic projects including CS Platform and Usage Based Pricing • Serve as the go-to person for cross-functional and customer-facing context within Customer Success Operations

🎯 Requirements

• 3 to 5 years of customer operations experience, ideally at a high-growth B2B SaaS or AI company • Prior exposure to customer success • Strong understanding of SaaS and Customer Success metrics, including NRR, GRR, renewal rate, MAU, and DAU • Comfortable working in Salesforce, Gainsight, and forecasting tools such as Clari or Gong • Comfortable solving ambiguous, open-ended problems proactively • Strong communication skills and ability to influence and build trust with cross-functional teams • Exceptional organizational skills and ability to manage multiple priorities under tight deadlines • SQL experience, or experience with Snowflake or BigQuery, is a bonus • Familiarity with Tableau is a bonus

🏖️ Benefits

• Performance-based bonus • Equity • Generous benefits program • Equal-opportunity employment commitment • Reasonable accommodation for qualified employees with protected disabilities • AlphaSense never asks candidates to pay for job applications, equipment, or training