Sr. Analyst - Client Success Management

The Customer Success Operations Specialist supports and optimizes the Customer Success Management (CSM) team through process standardization, reporting, compliance management, and operational support. This role is the operational backbone of the Customer Success function, ensuring efficient processes, accurate data management, and effective cross-functional collaboration.

Must Have

• Building and standardizing scalable processes and best practices
• Assisting with documenting processes, delivering training, driving adherence
• Defining and producing KPIs, executive reporting, dashboard creation
• Responding to Customer’s Vendor Assessment Requests
• Running annual audit compliance
• Administering third-party portals (user profiles, troubleshooting)
• Maintaining and enriching Customer Success tools with data
• Identifying new tools to increase efficiency and automation
• Building a dedicated feedback loop for knowledge flow
• Coordinating CSM event planning and communication efforts
• Tracking and driving completion of key CSM deliverables
• Providing basic operational support for Client Success initiatives
• Basic understanding of Client Success metrics and business impact
• Executing daily operational tasks following established processes
• Working under supervision to resolve known issues
• Sharing knowledge with peers
• Developing technical skills in relevant Client Success platforms/tools

Perks & Benefits

• Hybrid work model (NasdaqBlend)
• Flexibility in work location (home, office, or mix)
• Total rewards program (You&Q)
• Support for wealth building
• Support for career growth
• Prioritization of well-being
• Support for family care

The Customer Success Operations Specialist plays a crucial role in supporting and optimizing the Customer Success Management (CSM) team through process standardization, reporting, compliance management, and operational support. This position serves as the operational backbone of the Customer Success function, ensuring efficient processes, accurate data management, and effective cross-functional collaboration.

• Building and standardizing scalable processes and best practices, both for the CSM team and in association with various parts of the organization (Customer Support, Sales, Marketing)
• Assisting with documenting these processes and best practices, delivering training around them and driving adherence to them
• Defining and producing KPIs, executive reporting and dashboard creation
• Responding to our Customer’s Vendor Assessment Requests
• Running the annual audit compliance
• Administration of third-party portals (creating user profiles, troubleshooting, liaising with service providers, etc.)
• Maintaining and enriching Customer Success tools and platforms with the most up-to-date data
• Identifying new tools to increase efficiency and automation
• Building a dedicated feedback loop to ensure knowledge flow across the organization
• Coordinating CSM event planning (webinars, customer events) and communication efforts
• Tracking and helping drive completion of key CSM deliverables and initiatives

• Provides basic operational support for Client Success initiatives
• Basic understanding of Client Success metrics and their business impact
• Executes daily operational tasks following established processes
• Works under supervision to resolve known issues
• Shares knowledge with peers
• Developing technical skills in relevant Client Success platforms/tools