Job title: Client Success Operations Analyst
Work arrangement: Remote
Duration: 6+ months
Experience focus:
Direct CS Ops experience with hands-on KPI and retention analytics.
Job Summary
We are seeking an experienced Client Success Operations Analyst to support a global Client Success organization through KPI development, operational reporting, customer retention analytics, and data-driven business insights.
The ideal candidate must have direct experience working in a Customer Success Operations (CS Ops) or Client Success Operations role. Candidates with only general Business Analyst or Data Analyst experience, without hands-on CS Operations responsibilities, will not be a fit.
This role will analyze customer success performance, renewal trends, customer health, retention, and cross-sell opportunities to help leadership identify risks, improve customer engagement, and make informed business decisions.
The successful candidate will combine strong analytical capabilities with an understanding of customer success business metrics, leading and lagging indicators, and the ability to translate data into actionable recommendations.
Key Responsibilities
Develop, maintain, and analyze Client Success KPIs, dashboards, scorecards, and operational reports.
Prepare weekly, monthly, quarterly, and year-end reports, ensuring timely delivery, data accuracy, and consistency.
Analyze customer retention, renewal performance, customer health, churn risk, and revenue expansion metrics.
Calculate and interpret Net Renewal Rate (NRR), Gross Renewal Rate (GRR), Logo Retention, Customer Lifetime Value (CLV/LTV), and Cross-Sell Attainment.
Develop and leverage Customer Health Scores to evaluate account performance, identify at-risk customers, and support predictive churn analysis.
Conduct renewal analysis using customer health trends, engagement patterns, service issues, and other indicators of potential churn.
Distinguish between leading and lagging indicators and use them to identify emerging risks, performance trends, and improvement opportunities.
Integrate data from Salesforce (SFDC), Snowflake, Qlik, Smartsheet, SharePoint, ServiceNow, and other enterprise sources.
Develop dashboards and visualizations using Qlik Sense and related reporting tools.
Perform data audits, reconciliation, and validation to maintain accurate and consistent reporting.
Translate complex data into meaningful business insights, observations, and recommendations for Client Success leadership.
Collaborate with global Client Success teams, the Hyderabad back-office team, and cross-functional stakeholders.
Support process improvements, reporting automation, and initiatives that reduce manual data manipulation and redundant data entry.
Communicate findings effectively to internal stakeholders and executive leadership.
Required Qualifications
Demonstrated hands-on experience in Customer Success Operations (CS Ops), Client Success Operations, or a closely aligned Customer Success Strategy & Operations function.
Strong understanding of Customer Success KPIs, retention metrics, renewal analysis, customer health, and churn prediction.
Practical experience calculating, analyzing, or interpreting:
Net Renewal Rate (NRR)
Gross Renewal Rate (GRR)
Logo Retention
Customer Health Score and predictive churn indicators
Customer Lifetime Value (CLV/LTV)
Cross-Sell Attainment
Renewal forecasting and churn-risk analysis
Experience developing metrics, dashboards, reports, and actionable business insights from multiple data sources.
Strong hands-on experience with Salesforce/SFDC, Snowflake, and Qlik/Qlik Sense.
Proficiency in Microsoft Excel and PowerPoint.
Experience with ServiceNow, Smartsheet, SharePoint, and High spot.
Strong analytical, logical reasoning, data interpretation, and problem-solving skills.
Experience with data validation, reporting audits, KPI governance, and data quality controls.
Excellent communication and stakeholder management skills, including the ability to present findings and recommendations to leadership.
Ability to work independently and collaboratively in a fast-paced, global environment.
Flexibility to support global teams across time zones when required.
