Customer Success Operations Analyst

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🔥 0 minutes ago

🏈 Ohio – Remote

🏈 Ohio – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Benchmark Gensuite®

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Benchmark Gensuite® is an AI-forward, enterprise SaaS platform that provides integrated Environment, Health & Safety (EHS), sustainability, compliance, and quality management solutions. The platform delivers modules for incident management, inspections, CAPA, regulatory and chemical management, environmental and sustainability reporting, product stewardship, and operational safety — with embedded AI (Genny AI) and mobile/IoT integrations to automate reporting, risk assessment, and field workflows for large organizations and global enterprises.

📋 Description

• 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 • Recommend technically sound alternatives when requested solutions may create unnecessary complexity or fail to achieve the intended outcome • 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 • Occasional travel may be required for team meetings, company events, conferences, or other business needs

🎯 Requirements

• Bachelor’s degree in Business, Information Systems, Analytics, Mathematics, Engineering, Computer Science, or a related field, or equivalent practical experience • 3-5 years of professional experience in Customer Success Operations, business systems, analytics, process improvement, SaaS administration, or a related operational or technical role • Strong technical aptitude and ability to learn unfamiliar software systems quickly • Strong analytical, mathematical, and problem-solving skills with excellent attention to detail • Process-oriented mindset and interest in understanding how work moves across people, systems, and teams • Ability to translate business requirements into clear system configurations and implementation steps • Ability to ask thoughtful questions, challenge unclear assumptions, and recommend alternatives while respecting established decision-making authority • Strong organizational skills and ability to manage multiple requests and priorities • Strong written and verbal communication skills, including the ability to explain technical concepts to nontechnical users • Proficiency with Microsoft Office, particularly Excel • Ability to work independently in a remote environment while collaborating effectively with stakeholders • Demonstrated proficiency using generative AI tools for research, analysis, troubleshooting, documentation, and operational efficiency • Interest in Subscriber Success, Customer Success Operations, business systems, process improvement, SaaS administration, and emerging AI capabilities • Preferred but not required: Experience with Vitally, Onboard.io, Staircase, a Customer Success platform, CRM, or other SaaS business system • Preferred but not required: Experience with reporting, data visualization, SQL, system integrations, or workflow automation • Preferred but not required: Internship, academic, volunteer, or project experience involving systems, analytics, process design, technology, or operations • Occasional travel may be required for team meetings, company events, conferences, or other business needs

🏖️ Benefits

• Annual bonus programs • Regular team-building events • Off-cycle reviews • Happy hours • Virtual events • Benchmark Gensuite Team Member Networks, including the Respect for Diversity Group and the Sustainability Group • Reimbursement of travel expenses, including transportation, accommodation, and meals, according to the company’s travel policy