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For Companies At a Glance
- Tasks: Support Customer Success operations and analyse data to drive retention and growth.
- Company: Join a high-growth B2B SaaS company focused on customer success.
- Benefits: Gain valuable experience, work with top tools, and develop your analytical skills.
- Other info: Collaborate with cross-functional teams and enjoy a dynamic work culture.
- Why this job: Make a real impact in a fast-paced environment while enhancing your career.
- Qualifications: 2+ years in Customer Success or related analytical roles; strong Salesforce skills.
The predicted salary is between 40000 - 50000 £ per year.
We are looking for a detail-oriented and analytically driven Customer Success Operations Analyst to join our Customer Success & Renewals Operations team for a 12 month fixed term contract. Reporting into the Senior Director of Customer Success, you will play a hands-on role supporting the systems, data, and operational insights that underpin our global Customer Success organisation. This is an excellent opportunity to develop deep expertise in CS Operations within a high-growth B2B SaaS environment. You will work closely with the Director of CS Operations, Customer Success leadership, and cross-functional RevOps partners, contributing directly to retention, renewal, and expansion outcomes.
What You Will Be Doing:
- Supporting the administration and ongoing configuration of Gainsight, including health scores, playbooks, CTAs, and Journey Orchestrator campaigns.
- Helping manage integrations between Gainsight, Salesforce, NetSuite, and support platforms, monitoring data flows and resolving data quality issues in partnership with RevTech and Data teams.
- Building and maintaining dashboards, reports, and operational insights across Gainsight, Salesforce, and BI tools, tracking key metrics such as GRR, NRR, churn, customer health, and expansion performance.
- Preparing QBR materials, renewal forecasts, and leadership reporting, and supporting data reconciliation across Customer Success, Sales, and Finance.
- Analysing customer lifecycle and health data to identify trends, risks, and opportunities, supporting proactive churn identification.
- Maintaining and supporting documentation for CS playbooks, onboarding journeys, renewal workflows, and escalation processes.
- Assisting with testing and quality assurance of system and configuration changes prior to wider rollout.
- Providing day-to-day operational support to the Customer Success and Renewals teams, responding to ad-hoc data, reporting, and system requests.
- Collaborating cross-functionally with Sales Ops, Marketing Ops, RevOps, Data, and IT on reporting alignment and operational initiatives.
What We Are Looking For:
Essential:
- 2+ years experience in Customer Success Operations, Revenue Operations, Sales Operations, or a related analytical GTM role.
- Strong experience with Salesforce, including report and dashboard building.
- Proven analytical skills with confidence working with large datasets and translating insights into clear outputs.
- Experience building reports in Gainsight, Salesforce, or BI tools (Tableau, Looker, Power BI).
- High attention to detail, strong data ownership, and a proactive, self-starting mindset.
- Comfortable working in a fast-paced, matrixed environment with non-technical stakeholders.
Desirable:
- Hands-on experience with Gainsight or similar CS platforms (e.g. ChurnZero, Totango).
- Familiarity with NetSuite or ERP / finance systems.
- Working knowledge of SQL or data querying tools.
- Understanding of SaaS customer lifecycle, renewals, and expansion.
- Exposure to operational documentation or change management.
Please note: We occasionally close vacancies early in the event that we receive a high volume of applications. Therefore we recommend you apply as soon as possible.
Locations
Customer Success/Commercial Performance Analyst in Cheshire, Warrington employer: Iris Recruitment
Contact Detail:
Iris Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success/Commercial Performance Analyst in Cheshire, Warrington
✨Tip Number 1
Network like a pro! Reach out to people in the Customer Success field on LinkedIn or at industry events. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Show off your skills! Create a portfolio or a personal project that highlights your analytical abilities, especially with tools like Salesforce or Gainsight. This gives you something tangible to discuss during interviews.
✨Tip Number 3
Prepare for those interviews! Research common questions for Customer Success roles and practice your answers. Be ready to share specific examples of how you've used data to drive results in past roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our team.
We think you need these skills to ace Customer Success/Commercial Performance Analyst in Cheshire, Warrington
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Customer Success Operations Analyst. Highlight your experience with Salesforce and Gainsight, and don’t forget to showcase those analytical skills that we’re looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about Customer Success and how your background makes you a perfect fit for our team. Keep it engaging and personal!
Showcase Your Analytical Skills: We love data-driven insights! In your application, mention specific examples where you've used data to drive decisions or improve processes. This will show us you’ve got the analytical chops we need.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re serious about joining the StudySmarter family!
How to prepare for a job interview at Iris Recruitment
✨Know Your Tools Inside Out
Make sure you’re familiar with Gainsight, Salesforce, and any BI tools mentioned in the job description. Brush up on how to build reports and dashboards, as you might be asked to demonstrate your knowledge during the interview.
✨Showcase Your Analytical Skills
Prepare examples of how you've worked with large datasets in the past. Be ready to discuss specific instances where your analytical skills led to actionable insights or improvements in customer success metrics.
✨Understand the Customer Lifecycle
Familiarise yourself with the SaaS customer lifecycle, especially around renewals and expansions. Being able to discuss trends, risks, and opportunities in customer health will show that you understand the bigger picture.
✨Be Ready for Cross-Functional Collaboration
Since this role involves working with various teams, think of examples where you’ve successfully collaborated with non-technical stakeholders. Highlight your communication skills and how you’ve aligned different departments towards common goals.