At a Glance
- Tasks: Support Customer Success operations and analyse data to drive retention and growth.
- Company: Join a high-growth B2B SaaS company with a focus on customer success.
- Benefits: Competitive salary, bonus opportunities, and remote work flexibility.
- Other info: Collaborate with cross-functional teams and enjoy excellent career development opportunities.
- Why this job: Gain hands-on experience in a dynamic environment while making a real impact.
- Qualifications: 2+ years in Customer Success or related analytical roles; strong Salesforce skills.
The predicted salary is between 40000 - 50000 £ per year.
We’re 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’ll 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’ll 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’ll 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’re 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.
Salary: Competitive + Bonus
Location: UK Remote
Customer Success Operations Analyst (12 month FTC) in Manchester employer: IRIS Software Group
Join a dynamic and innovative team as a Customer Success Operations Analyst, where you'll thrive in a supportive and collaborative work culture that values analytical thinking and attention to detail. With opportunities for professional growth in a high-growth B2B SaaS environment, you will play a crucial role in driving customer retention and success while enjoying the flexibility of UK remote work. Our commitment to employee development and a positive work-life balance makes us an exceptional employer for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Operations Analyst (12 month FTC) in Manchester
✨Tip Number 1
Network like a pro! Reach out to folks 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
Show off your skills! Create a portfolio or a personal project that highlights your analytical abilities and experience with tools like Salesforce and Gainsight. This will give you an edge in interviews.
✨Tip Number 3
Prepare for those interviews! Research common questions for Customer Success Operations roles and practice your answers. Be ready to discuss how you've tackled data quality issues or built impactful dashboards.
✨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 Operations Analyst (12 month FTC) 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, Gainsight, and any analytical skills that match what we're looking for. We want to see how your background aligns with our needs!
Show Off Your Analytical Skills:In your application, don’t shy away from showcasing your analytical prowess. Use specific examples of how you've worked with large datasets or built reports in tools like Gainsight or Tableau. We love seeing how you translate data into actionable insights!
Be Detail-Oriented:Since we’re all about detail here at StudySmarter, make sure your application reflects that. Double-check for typos and ensure your formatting is consistent. A polished application shows us you have the attention to detail we value.
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and it helps us keep track of your application. Plus, you’ll be one step closer to joining our awesome team!
How to prepare for a job interview at IRIS Software Group
✨Know Your Tools
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 this will likely come up in your interview. Being able to discuss your experience with these tools confidently will show that you’re ready to hit the ground running.
✨Showcase Your Analytical Skills
Prepare examples of how you've worked with large datasets in the past. Think about specific instances where you identified trends or insights that led to actionable outcomes. This will demonstrate your analytical prowess and your ability to translate data into meaningful results for customer success.
✨Understand Customer Success Metrics
Familiarise yourself with key metrics like GRR, NRR, and churn rates. Be ready to discuss how these metrics impact a business and how you’ve used them in previous roles. Showing that you understand the importance of these figures will highlight your fit for the role.
✨Prepare for Cross-Functional Collaboration
Since this role involves working with various teams, think of examples where you’ve successfully collaborated with non-technical stakeholders. Be prepared to discuss how you communicate complex data insights to different audiences, as this will be crucial in a fast-paced environment.
