Rapid7's Customer Success Operations team is looking for a Customer Success Operations Analyst to optimize and scale the Customer Success organization by building reporting and analytics frameworks, and driving operational improvements to enhance customer retention strategy.
Requirements
- Strong analytical and quantitative skills with a working knowledge of SQL and demonstrated experience in data visualization and reporting.
- Experience working in a fast-paced, and evolving environment with a focus on execution and impact.
- Translate Customer Success strategies into technical requirements and partner with the technical team to build out solutions within Gainsight and other integrated systems such as Salesforce and Gong.
- Help drive standardization and automation of processes to improve data integrity and reduce manual effort.
- Support broader CS Ops initiatives such as tool optimization and process improvement as needed.
- Provide day-to-day operational data and reporting support to the Post-Sales team
- Drive adoption and effective use of customer success tools and platforms.
Responsibilities
- Develop and maintain dashboards and reports to monitor OKR outcomes such as Churn, Adoption, and Customer Health.
- Analyze customers to identify risks, opportunities, and areas for improvement.
- Identify and track key touch points and milestones in the customer journeys for proactive engagement.
- Deliver clear, actionable insights to Customer Success leadership and other internal stakeholders.
- Collaborate with data teams to surface actionable insights from customer feedback and usage data
- Translate Customer Success strategies into technical requirements and partner with the technical team to build out solutions within Gainsight and other integrated systems such as Salesforce and Gong.
- Help drive standardization and automation of processes to improve data integrity and reduce manual effort.
Other
- Bachelor’s degree in Business, Data Science, Analytics, Computer Science, or a related field.
- 5 years of experience in customer success, sales operations, business analytics, or a related role that focuses on analyzing data to inform decisions
- Proven track record of driving cross-functional collaboration and influencing stakeholders across all levels.
- Excellent communication skills—able to translate complex data into clear insights and strategies.
- Partner with CS Ops Program Managers and Customer Success leadership to support the design and execution of strategic initiatives to improve team efficiency and customer outcomes.
