Senior Customer Success Operations Analyst

Senior Customer Success Operations Analyst 

Responsibilities

• Develop and implement lifecycle processes, policies, and metrics to support customer outcomes and business growth, assisting to define appropriate touch points (i.e., human-led and digital) throughout the customer journey (pre and post-initial sale)

• Develop methods, processes, systems, and tools to support our customers in each segment: enterprise, mid-market, and SMB Create and coordinate key reporting for GitLab leadership team, partnering with the Analyst team to provide reporting on customer adoption, sentiment, advocacy, and business results (i.e., forecasts, renewals, expansions, churn)

• Curate content and playbooks to allow the team to more efficiently and consistently deliver customer outcomes

• Identify opportunities for process automation and optimization, with a focus on scalability and driving significant growth

• Collaborate with Customer Success enablement to develop training and enablement to drive efficiency

• Support the development and rollout of systems and digital tools to improve the team’s effectiveness and efficiency and provide increased customer insights through data, automation, and telemetry

• Customer Success Operations Analyst Requirements

• Extends that of the Associate Customer Success Operations Analyst

• Significant oversight in Gainsight and/or other system architecture

• Leads cross-functional team initiatives and provides oversight to Customer Success

Requirements

• Extensive experience supporting Customer Success

• Level 3 Gainsight certified 

• Self-sufficient, ability to handle ambiguity and multiple stakeholders

• Ability to intake requests, design, define requirements, build, and train CSMs

• Strong operational experience with leading CS or Sales operations teams focused on post-sale initiatives

• Demonstrated success with cross-functional coordination, including planning, execution tracking, decision making, and OKR management

• Articulate to transfer technical to business

• Gainsight evangelist; knows the product so well and is a big promoter and proponent of it; able to espouse the virtues and values of it within GitLab

• Progressive experience building and maintaining tools such as Gainsight, Salesforce, Mavenlink, and/or other Customer Success 

• Progressive experience in program management and/or operations

• Experience with Customer Success Management systems (e.g., Gainsight/Totango/Client Success/etc., digital marketing tools)

• Excellent problem solving, project management, interpersonal and organizational skills

• Interest in GitLab, and open source software

• You share our values and work in accordance with those values