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Customer Success Operations Analyst

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United States

Job Description

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Seismic, a rapidly growing Forbes Cloud 100 company, is the global leader in enablement, helping make sales teams better by becoming more productive and engaging with buyers in a compelling way. Seismic’s platform provides continuous guidance to improve behavior, content, and skills to win more deals and deliver better experiences. Nearly 2,000 organizations including IBM and American Express have made Seismic their enablement platform of choice. Seismic integrates with business-critical platforms including Microsoft, Salesforce, Google and Adobe. Seismic is headquartered in San Diego, with offices across North America, Europe, Australia and China.

Seismic is committed to building an inclusive workplace that ignites growth for our employees and creates a culture of belonging that allows all employees to be seen and valued for who they are. Learn more about DEI at Seismic here.

Seismic is looking for a Customer Success Operations Analyst who will play an essential role in supporting the growing needs of our Customer Success team as they seek to improve revenue retention and identify opportunities for customer expansion. As a member of the CS Ops team, you’ll be supporting this critical Go To Market organization with the tools, process, and data they need to drive business outcomes, mitigate risks, and improve adoption. The role will report to the Director of Customer Success Operations. 

This is an Individual Contributor role.

What you will be doing:  

  • Support the cadence of the business: provide support to the renewal forecasting motion, annual planning, quarterly business reviews, and general operational analysis. 
  • Deliver business insights to senior leaders, and work with the analytics team to standardize and refine important dashboards in Salesforce, Gainsight, and Tableau. 
  • Monitor adoption of CS software tools by understanding their role within the Customer Lifecycle, identifying areas for improvement and providing actionable insights with recommendations.
  • Support CS Ops lead by continuously enhancing core team processes to make them more efficient and effective. 
  • Partner with the enablement team on the creation of novel Customer Success process documentation and trainings. 
  • Collaborate with other members of the Ops Finance team to solve problems and work on projects. 
  • Improve operational efficiency by automating and improving processes, in partnership with other CS Ops teammates and the Systems team.
  • Draw from a variety of data sources such as product adoption, CSM interactions, survey feedback, and financials to derive actionable recommendations and tool development that become fundamental components of CS’ daily operations.

What you bring to the team:

We are looking for a self-motivated and highly analytical CS Ops Analyst, a doer who thinks strategically and can also dive deep into challenges to get things done. This is a person who is a true business partner to CSMs and CS leaders, and who has a proven track record supporting fast-growing SaaS organizations.

  • 3-5 years of experience in Customer Success, Revenue Operations, or Business Process Improvement, with a preference toward B2B SaaS experience, especially in the “scale-up” phase. 
  • Understands the concepts of Customer Success Management Software (i.e. Gainsight, Churn Zero, Totango, Planhat, Catalyst) with strong preference to hands-on Gainsight experience, especially from a support/admin role.
  • Highly proficient in scoping out process and system changes with ability to understand their impact on the across the customer success lifecycle.
  • Analytical problem solver and self-starter, with the ability to use data and qualitative information to help develop processes and drive the optimization of our daily operations and tools.
  • Familiar with establishing data-driven Objective Key Results (OKRs) and Key Performance Indicators (KPIs) for Customer Success roles.
  • Strong proficiency in BI and sales tools (e.g. Salesforce, Tableau,
  • Excellent communications skills including presenting, editing, and writing with attention to detail required. 

If you are an individual with a disability and would like to request a reasonable accommodation as part of the application or recruiting process, please contact us at [email protected].

Headquartered in San Diego and with employees across the globe, Seismic is the global leader in sales enablement, backed by firms such as Permira, Ameriprise Financial, EDBI, Lightspeed Venture Partners, and T. Rowe Price. Seismic also recently expanded its team and product portfolio with the acquisition of Percolate, Grapevine6, and Lessonly. Our board of directors is composed of several industry luminaries including John Thompson, former Chairman of the Board for Microsoft.

Seismic is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Advice from our career coach

As a Customer Success Operations Analyst at Seismic, it is crucial to understand the company's mission of helping sales teams become more productive and engaging with buyers. To stand out as an applicant, highlight your experience in supporting revenue retention and identifying opportunities for customer expansion. Here are some key tips for applicants:

  • Highlight your experience in Customer Success, Revenue Operations, or Business Process Improvement, preferably in a B2B SaaS environment.
  • Showcase your hands-on experience with Customer Success Management Software, particularly Gainsight.
  • Demonstrate your ability to analyze data, develop processes, and optimize daily operations.
  • Emphasize your proficiency in BI and sales tools such as Salesforce and Tableau.
  • Showcase your communication skills, including presenting, editing, and writing with attention to detail.

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