Job Description
12 month fixed term contract
Manchester or Slough (Hybrid 8 days a month in office)
Competitive + Bonus
We’re looking for a detail‑oriented and analytically driven Customer Success Operations Analyst to join our Customer Success & Renewals Operations team for a 12 month fixed term contract. Reporting into the Senior Director of Customer Success, you’ll play a hands‑on role supporting the systems, data, and operational insights that underpin our global Customer Success organisation.
This is an excellent opportunity to develop deep expertise in CS Operations within a high‑growth B2B SaaS environment. You’ll work closely with the Director of CS Operations, Customer Success leadership, and cross‑functional RevOps partners, contributing directly to retention, renewal, and expansion outcomes.
What You’ll Be Doing
* Supporting the administration and ongoing configuration of Gainsight, including health scores, playbooks, CTAs, and Journey Orchestrator campaigns
* Helping manage integrations between Gainsight, Salesforce, NetSuite, and support platforms, monitoring data flows and resolving data quality issues in partnership with RevTech and Data teams
* Building and maintaining dashboards, reports, and operational insights across Gainsight, Salesforce, and BI tools, tracking key metrics such as GRR, NRR, churn, customer health, and expansion performance
* Preparing QBR materials, renewal forecasts, and leadership reporting, and supporting data reconciliation across Customer Success, Sales, and Finance
* Analysing customer lifecycle and health data to identify trends, risks, and opportunities, supporting proactive churn identification
* Maintaining and supporting documentation for CS playbooks, onboarding journeys, renewal workflows, and escalation processes
* Assisting with testing and quality assurance of system and configuration changes prior to wider rollout
* Providing day‑to‑day operational support to the Customer Success and Renewals teams, responding to ad‑hoc data, reporting, and system requests
* Collaborating cross‑functionally with Sales Ops, Marketing Ops, RevOps, Data, and IT on reporting alignment and operational initiatives
What We’re Looking For
Essential
* 2+ years’ experience in Customer Success Operations, Revenue Operations, Sales Operations, or a related analytical GTM role
* Strong experience with Salesforce, including report and dashboard building
* Proven analytical skills with confidence working with large datasets and translating insights into clear outputs
* Experience building reports in Gainsight, Salesforce, or BI tools (Tableau, Looker, Power BI)
* High attention to detail, strong data ownership, and a proactive, self‑starting mindset
* Comfortable working in a fast‑paced, matrixed environment with non‑technical stakeholders
Desirable
* Hands‑on experience with Gainsight or similar CS platforms (e.g. ChurnZero, Totango)
* Familiarity with NetSuite or ERP / finance systems
* Working knowledge of SQL or data querying tools
* Understanding of SaaS customer lifecycle, renewals, and expansion
* Exposure to operational documentation or change management
Please note:
We occasionally close vacancies early in the event that we receive a high volume of applications. Therefore we recommend you apply as soon as possible.