Customer Success Operations Analyst

**About Appspace**:
At Appspace, we're passionate about creating better work experiences for people everywhere, and we're looking for people that feel the same way. Our global office locations and flexible work culture help you work wherever and however you're at your best. Plus, we take the time to help you enjoy your work, build lasting connections, and grow your role. Join the Appspace team and be a part of a culture that's helping people everywhere love where they work.

**Your Role as a Customer Success Operations Analyst**:
The Customer Success Ops Analyst will partner with our Customer Success (CS) organization to drive effectiveness and efficiency of CS. The CS Ops Analyst will define and execute against our strategic priorities. This role will build a foundation of data accessibility for our Customer Success Management (CSM) team and drive reporting across our broader CS org.

**A Day in the Life of a Customer Success Operations Analyst**:

- Drive customer retention though tracking leading indicators of renewals and upsells, and analyze them to provide actionable insights to CS leadership
- Use data to identify at-risk accounts and create playbooks for CSMs to address
- Analyze strategic accounts for upsell and assist in defining playbooks and processes to target growth
- Empower the customer success organization by developing key dashboards for use by the CS and CS leadership team
- Define scalable processes for 1:Many communications, and work with cross-functional teams to develop tech-touch model to synchronize with CSM touchpoints to facilitate digital enablement
- Work with cross-functional teams to instrument data and processes to help meet renewal and upsell targets and deliver on customers' needs
- Develop key dashboards for use by the executive team for reflecting the activities and metrics within customer success
- Implement and manage software that facilitates CSM Ops activities
- Determine the timing and content of touch points for CSMs along the customer journey to drive optimal adoption and net promoter score
- Assist the Onboarding team in continuous improvements and modifications based on product enhancements and customer needs

**What You'll Need**:

- Affinity for defining strategic, scalable processes
- Strong data and analytical skills
- Clear communicator with excellent written, verbal, and listening skills
- Excellent critical thinking skills and ability to break down ambiguous problems into concrete, manageable components to think through and effectively communicate solutions
- Excellent communication and interpersonal skills; organized and able to multitask between multiple tasks/customer situations simultaneously
- Self-motivated, proactive, with innovative ideas to inspire customer loyalty and adoption
- Gainsight experience preferred
- Familiarity with Salesforce and technically adept
- Previous customer success experience preferred
- Computer software industry experience preferred (SaaS)

**The Perks of Working for Appspace**:
For all our team members, we offer a variety of benefits from competitive salaries, employer paid medical, dental and vision coverage and mental health resources.

Additional perks include:

- Flexible work schedules
- Remote work opportunities
- A casual dress work environment
- 1/2 day Friday's
- Reduced working hours in August
- Gym allowance
- Training allowance
- Training days off

**Disclaimer**:
Appspace Inc. is an equal opportunity employer. All aspects of employment, including recruiting, hiring, placement, promotion, termination, compensation, and training are decided based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion or belief, marital status, sex, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy (including childbirth, lactation, or related medical conditions), gender, gender identity and/or expression, genetic information, sexual orientation, family or parental status, veteran status, or any other status protected under federal, state, or local laws.

Appspace is committed to creating a diverse and inclusive workplace and does not tolerate discrimination or harassment of any kind.