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For Companies At a Glance
- Tasks: Support Customer Success operations and enhance data insights for a global team.
- Company: Join IRIS, a leading UK software company focused on simplifying business operations.
- Benefits: Enjoy generous holidays, private healthcare, and career development opportunities.
- Other info: Be part of a supportive team culture that values employee wellbeing and growth.
- Why this job: Make a real impact in a high-growth B2B SaaS environment while developing your skills.
- Qualifications: 2+ years in Customer Success or related roles with strong analytical skills.
The predicted salary is between 30000 - 40000 ÂŁ 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.
For UK candidates only: Please note we are only able to accept candidates that are permanent UK residents or have proven permanent right to work in the UK.
Customer Success Operations Analyst (12 month FTC) in Manchester employer: Placeholder Commercial Real Estate Platform
Contact Detail:
Placeholder Commercial Real Estate Platform Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Operations Analyst (12 month FTC) in Manchester
✨Tip Number 1
Get to know the company inside out! Research IRIS and its products, especially how they relate to Customer Success Operations. This will help you tailor your conversations and show that you're genuinely interested in what we do.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions related to Customer Success Operations. Think about how your experience aligns with the role and be ready to share specific examples of your analytical skills and data management.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining our team at IRIS.
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 relevant experience, especially with Salesforce and Gainsight, and showcase your analytical skills. We want to see how your background aligns with what 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 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, don’t shy away from showcasing your analytical prowess. Mention specific tools you’ve used, like BI tools or SQL, and any projects where you turned data into actionable insights. We’re keen to see your problem-solving skills in action!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way to ensure your application gets the attention it deserves. Plus, it shows us you’re serious about joining our team!
How to prepare for a job interview at Placeholder Commercial Real Estate Platform
✨Know Your Tools
Familiarise yourself with Gainsight, Salesforce, and any BI tools mentioned in the job description. Be ready to discuss your experience with these platforms, especially how you've used them to build reports or dashboards. This shows you’re not just a fit for the role but also proactive about understanding the tools that drive Customer Success.
✨Data is Key
Brush up on your analytical skills! Prepare to talk about how you've worked with large datasets in the past. Think of specific examples where your insights led to improved customer retention or operational efficiency. This will demonstrate your ability to translate data into actionable strategies.
✨Show Your Attention to Detail
Since this role requires a high level of detail orientation, be prepared to share examples of how you've maintained accuracy in your previous roles. Whether it’s through quality assurance processes or meticulous reporting, showcasing your attention to detail can set you apart from other candidates.
✨Collaborative Spirit
This position involves working closely with various teams, so highlight your experience in cross-functional collaboration. Share stories that illustrate your ability to communicate effectively with non-technical stakeholders and how you’ve contributed to team success in a fast-paced environment.