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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 with a dynamic team.
- Benefits: Competitive salary, bonus, and hybrid work model.
- Other info: Opportunity for career growth and collaboration across teams.
- Why this job: Gain hands-on experience in a fast-paced environment and make a real impact.
- Qualifications: 2+ years in Customer Success or related analytical roles; strong Salesforce skills.
The predicted salary is between 35000 - 45000 ÂŁ per year.
12 month fixed term contract in Manchester or Slough (Hybrid 8 days a month in office). Competitive + Bonus.
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.
Customer Success Operations Analyst in Warrington employer: IRIS Software Group
Contact Detail:
IRIS Software Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Operations Analyst in Warrington
✨Tip Number 1
Network like a pro! Reach out to current employees at the company through LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the role. It’s all about making connections!
✨Tip Number 2
Prepare for the interview by researching common questions for Customer Success Operations roles. Think about how your past experiences align with the job description and be ready to share specific examples that showcase your skills.
✨Tip Number 3
Show off your analytical skills during the interview! Be prepared to discuss how you've worked with data in the past, especially with tools like Salesforce or Gainsight. Bring examples of reports or dashboards you've created to demonstrate your expertise.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Customer Success Operations Analyst in Warrington
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!
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 skills can contribute to our team. Keep it concise but impactful – we love a good story!
Show Off Your Analytical Skills: Since this role is all about data and insights, make sure to showcase your analytical skills in your application. Mention specific tools you've used, like BI tools or Salesforce, and any projects where you turned data into actionable insights.
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 able to keep track of your application status. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at IRIS Software Group
✨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 worked with large datasets and translated insights into actionable outcomes. Think of times when your analysis directly impacted customer retention or renewal rates. This will demonstrate your analytical prowess and how it aligns with the role.
✨Understand the Customer Success Landscape
Familiarise yourself with the SaaS customer lifecycle, especially around renewals and expansions. Be ready to talk about trends you've noticed in customer health data and how you've proactively identified risks or opportunities in past roles. This knowledge will highlight your fit for the Customer Success Operations Analyst position.
✨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. Be prepared to discuss how you’ve aligned reporting and operational initiatives across departments, showcasing your ability to communicate effectively in a matrixed environment.