Customer Success Operations Senior Analyst

The role

You will support CSM regional managers and first-line managers worldwide. The work covers retention forecasting, reporting, customer lifecycle tracking, process improvement and team operations.

What you will do

• Support CSM regional managers and 1st line managers worldwide
• Participate in Retention Forecasting and CSM Data Operations
• Provide deep-dive portfolio management support
• Manage reporting requirements and perform ad hoc analysis for executive decisions
• Participate in account allocation, customer lifecycle tracking and monitoring of Success KPIs
• Review and improve Success processes for global integration and scalability
• Manage meeting agendas and notes, and prepare and resource QBRs, All Hands and off-sites
• Liaise with the ISD team to validate tool requirements and oversee internal communication

Required qualifications

• Intermediate experience with Salesforce (reporting, dashboards, data architecture)
• Intermediate experience with Gainsight (Success Plans, Playbooks, Health Scoring)
• 2-4 years of experience in CSM, Revenue or Sales Operations within a SaaS environment
• Exceptional attention to detail and a GTM business approach to data
• Strong written and verbal English communication skills
• Ability to work cross-functionally and manage competing priorities
• Proactive, self-starter mindset

Benefits

• Virtual onboarding, Hackathon, and team interaction events each year
• Hybrid and remote work policies
• Generous paid time-off policy
• Lifestyle allowance
• Culture Crew in every country for regular team activities
• Stock options for every full-time employee
• Multiple Employee Resource Groups
• Additional benefits tailored to each country

Before you apply

• Contentsquare will never ask for money or contact you through random texts; recruiter contact comes only from contentsquare.com or @contentsquare-ext.com
• AI-assisted tools may help screen applications, but hiring decisions are made by human reviewers

About the company

Contentsquare is an experience intelligence platform that helps organizations understand their customers' whole online journey. It is a global experience analytics leader with offices across 15 locations.