Senior Business Operations Analyst, Customer Success

Website Salsify

Salsify is a leading commerce experience management platform.

Salsify is a commerce experience management platform that allows brand manufacturers to take more control over how and where they sell their products online. Brands like L’Oreal, Lego, Coca Cola and Clorox use Salsify to get in front of their end consumers more quickly and easily.

The Senior Business Operations Analyst will be as the effective COO for the Customer Success business, partnering closely with the Customer Success organization to identify, prioritize and deliver on their operational needs. This individual will blend strategic thinking with on-the-ground execution to enable the Customer Success team to drive growth and investment strategies. Bringing a deep desire to understand the “whys” in the data and an innate curiosity to problem solve, you will have outsized impact on our teams’ success.

How You’ll Make an Impact:
Drive operational transparency: Build analytics and dashboards and facilitate presentation and review of customer success performance metrics on weekly/monthly/quarterly cadences.
Analyze and surface insights: Monitor analytics and provide insights and recommendations that drive performance improvements in customer success (e.g., identify customer triggers that correlate with success intervention volumes).
Transform the business: Collaborate with cross-functional teams on data-centric initiatives. Example projects might include: enhance accessibility to CSMs of product usage metrics and trends, align with sales on coverage models and upsell processes, enhance churn prediction, design scalable operational processes, etc.
Identify and oversee delivery of Customer Success platform enhancements: Participate in existing platforms optimization, new platform evaluations, integration plans/testing, and data flows to evolve the customer success platform architecture, working in collaboration with peers on the business systems team.
Ensure data quality: Implement regular data, governance and hygiene/quality processes. Proactively maintain high levels of quality, accuracy, and process consistency, and drive improvement.
Near term priority projects are likely to include: Continue to enhance customer success capabilities within our CRM platform while in parallel evaluating success-specific platforms, automate collection of data for CSM / customer interactions, evolve coverage and capacity models, develop churn prediction capabilities, work with CS leadership to develop and automate success motions
You’ll Enjoy This Role If You Have:
5+ years SaaS BizOps, customer success, customer success operations or equivalent experience (e.g., from consulting or an agency)
Knowledge of CRM and Customer Success-specific tools preferred (e.g., Gainsight)
Proficiency in Excel / analytics tools and ability to own and drive independent cross-functional analysis projects
Proven ability to interpret analysis and provide meaningful insights and recommendations
Able to command the room, influence without authority, and serve as a trusted advisor to internal partners and teams (including C-Level executives)
Highly organized and accountable; able to develop, manage, and coordinate projects across teams in support of a common goal. Delivers projects on time and with high quality
Tenacity, passion, and an innate sense of curiosity; Agility and resiliency; Partnership DNA with a great sense of humor

Tagged as: business operations, customer operations, customer success, ecommerce, remote, saas

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