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- 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, competitive pay, and opportunities for professional development.
- 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 developing your analytical skills.
- Qualifications: 2+ years in Customer Success or related analytical roles; strong Salesforce experience required.
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.
Customer Success/Commercial Performance Analyst in Manchester 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 Manchester
✨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 open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your skills align with their needs, especially around data analysis and operational insights.
✨Tip Number 3
Show off your analytical skills! Bring examples of how you've used data to drive decisions in past roles. This will demonstrate your fit for the Customer Success Operations Analyst position.
✨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 Manchester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Success Operations Analyst role. Highlight your experience with Salesforce and Gainsight, and don’t forget to showcase your analytical skills. We want to see how you can contribute to our team!
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 aligns with our needs. We love seeing enthusiasm and a clear understanding of the role.
Showcase Your Analytical Skills: Since this role is all about data and insights, make sure to include examples of how you've worked with large datasets in the past. We’re looking for someone who can turn numbers into actionable insights, so don’t hold back!
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be one step closer to joining our awesome team at StudySmarter!
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 well as how to manage data flows. Being able to discuss your hands-on experience with these tools will show that you're ready to hit the ground running.
✨Showcase Your Analytical Skills
Prepare to discuss specific examples where you've analysed large datasets and translated insights into actionable outcomes. Think about trends you've identified or risks you've mitigated in previous roles. This will demonstrate your analytical prowess and how it can benefit their Customer Success Operations.
✨Understand the Customer Lifecycle
Familiarise yourself with the SaaS customer lifecycle, especially around renewals and expansions. Be ready to talk about how you’ve contributed to retention strategies in the past. This knowledge will help you connect your experience to the role and show that you understand the bigger picture.
✨Prepare for Cross-Functional Collaboration
Since this role involves working closely with various teams, think of examples where you've successfully collaborated with non-technical stakeholders. Highlight your communication skills and how you’ve aligned reporting and operational initiatives across different departments.