Senior CS Operations Analyst

BigCommerce is disrupting the eCommerce industry as the SaaS leader for fast-growing, mid-market businesses.  We enable our customers to build intuitive and engaging stores to support every stage of their growth.  We seek an experienced Customer Success Operations Analyst to join our Revenue Operations team.  The ideal candidate has deep knowledge of Customer Success principles and methodologies and experience maintaining data, managing tools, and optimizing processes to scale capabilities.  This role involves working closely with the Customer Success team to define strategies, tactics, and processes to support our customer base’s overall growth and retention, as well as driving operational cadences through data analysis and reporting.

What You’ll Do:

• Establish a strong relationship with leaders and team members across Customer Success and GTM Operations, serving as a subject matter expert in the customer journey and identifying opportunities to enhance our customer experience 

• Lead the configuration and administration of Gainsight including adopting new features, monitoring data integrity, creating journey orchestrator programs, and ensuring alignment with business processes

• Optimize customer success processes, reporting, and documentation while ensuring a seamless customer experience

• Partner with our Customer Success practice to research, recommend, and operationalize improvements to our scaled customer success program 

• Champion customer feedback management, recommending tools and processes and analyzing customer feedback, including NPS and other CS programs

• Identify and analyze leading indicators within customer data to identify trends, opportunities for improvement, and potential risks to customer retention

Who You Are:

• A customer focused operations analyst with 4+ years experience in tool administration, operational excellence, data analysis, and scalable processes

• Bachelor’s degree in an analytical or business field preferred

• Prior experience with Gainsight administration (or similar Customer Success tools)

• Salesforce.com experience preferred

• Confident communicator who naturally simplifies complex concepts into absorbable information that influences the behavior of stakeholders 

• Experience working with Customer Success / Customer Experience teams to evaluate opportunities, recommend improvements, and operationalize new programs

• Driven, curious, and comfortable solving problems despite ambiguity

• Prior experience in SaaS technology

This description is intended to serve as a summary of key duties and responsibilities and may not contain a comprehensive list of activities.

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