Get daily remote job opportunities in your inbox

No middlemen, no spam, no infinite scrolling.

Get relevant job opportunities, one email at a time.

Unsubscribe at any time.

Back to Remote jobs  >   Customer Service
Customer Success Operations Analyst @Energy Exemplar

[Hiring] Customer Success Operations Analyst @Energy Exemplar

Mar 18, 2025 - Energy Exemplar is hiring a remote Customer Success Operations Analyst. 💸 Salary: unspecified. 📍Location: USA.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

We are looking for a strategic and analytical Operations Manager for Customer Success to optimize processes, data, and technology that drive retention, expansion, and efficiency within our Customer Success (CS) organization. This role will work closely with regional CS leadership, Revenue Operations (RevOps), Sales, Finance and Product teams to ensure seamless customer experiences, effective reporting, and scalable operations.

  • Strategy & Process Optimization
    • Monitor the adherence to and effectiveness of Customer Success Manager (CSM) touch points along the customer journey to drive optimal adoption and net promoter score.
    • Drive process enhancements to monitor and facilitate customer engagement and satisfaction by ensuring the delivery of efficient and prompt service to customers (e.g., quotes, data sets, NPS, support Service Level Agreements (SLAs), etc.).
    • Collaborate with the Customer Success teams to develop and implement strategies to increase customer retention and satisfaction.
    • Improve processes for the execution, accuracy, and speed of invoicing, account receivables, and collections of payments.
    • Coordinate with the CSM team on 1:Many communications to synchronize email outreaches/templates with CSM touch points.
  • Risk Monitoring
    • Monitor early signals of at-risk renewals, help design playbooks/templates for CSMs to address them, and provide path to escalation.
    • Perform ongoing analysis of customer data and trends to identify opportunities for overall improvement and growth.
  • Cross-Functional Coordination
    • Coordinate cross-functional processes that help to meet renewal and upsell targets and deliver on customers’ needs.
    • Relay customer feedback to the Product team.
    • Align with the Support team on resolution of major cases and report bugs to the Engineering team.
    • Provide feedback to Sales on the readiness of our customers.
    • Help the Onboarding team overcome any delays in implementation.
    • Provide day-to-day leadership and status reports for cross-functional project teams and executives working on internal strategic initiatives.
  • Data & Reporting
    • Collate data from various systems and applications to use for further processes and reporting.
    • Report to Customer Success (CS) leaders, regional leadership & Chief Revenue Officer past results (gross/net retention achievement), current state of the business (Net Promoter Score (NPS), account health, Support Customer Satisfaction (CSAT), Adoption, etc.) as well as renewal and upsell forecasts by building reports, dashboards, and other presentations that can be readily shared with the proper stakeholders, from individual contributors to executives and board members.
    • Track Key Performance Indicators (KPIs) and analyze them to identify trends, patterns, and insights to make recommendations for what is working well and what needs to change.
    • Support the Customer Success team in monitoring and ensuring the cleanliness and accuracy of data around operational tasks as well as renewal and upsell initiatives.
  • Technology & Tools Management
    • Ensure seamless CRM integration between Customer Success, Sales, and other departments.
    • Drive adoption of CS tools and best practices across the organization.
  • Cross-Functional Collaboration
    • Partner with Sales, Product, and Marketing to ensure alignment between pre-sales and post-sales experience.
    • Work closely with Finance and RevOps to forecast renewals and expansions accurately.
    • Support training and enablement for Customer Success Managers (CSMs) on tools, processes, and data insights.
  • Deliverables
    • Customer health scorecards with real-time insights.
    • Quarterly retention and expansion reports for leadership.
    • Standardized CS processes & playbooks for onboarding, adoption, and renewals.
    • Optimized tech stack strategy with automation and integrations.
    • Forecasting models for churn risk and revenue growth.

Qualifications

  • 3-5+ years in Customer Success Operations, Revenue Operations, or a related role in SaaS.
  • Experience working with CRM tools (Salesforce, HubSpot, etc.).
  • Strong understanding of customer lifecycle management, retention strategies, and expansion models.
  • Proficiency in data analytics, reporting tools (Tableau, Looker, etc.), CPQ tools, and Excel/Google Sheets.
  • Ability to translate data insights into actionable strategies for CS teams.
  • Exceptional project management skills, with a focus on process improvement and automation.
  • Strong communication and stakeholder management skills, with experience collaborating across departments.
  • Thrives in a fast-paced, high-growth environment with the ability to navigate ambiguity, adapt to evolving priorities, and drive results with minimal direction.
  • Bachelor’s degree in Business, Data Analytics, or a related field (preferred but not required).

Benefits

  • Energy Exemplar is an equal opportunities employer and we value your unique identity and perspective.
  • We are fully committed to providing and fostering a workplace that reflects the diversity of society.
  • Bring your authentic self and help us build an inclusive world together!
  • To support you in being the best version of yourself during the application and interview process, please let us know if you have any specific requirements.

Similar Remote Jobs

More jobs at Energy Exemplar

More Customer Service jobs

More jobs in USA

Kickstart Your Job Search

Need advice to apply? Join our free Webinar « 3 Mistakes to Avoid When Looking For A Remote Startup Job (And What To Do Instead) »
Register for free

Unlock 54,453 additional remote jobs, advanced search & email notifications

Get Access Now

Too many emails? Declutter your inbox with Meco

Your home for reading newsletters

Try for free - no card required.
Before You Apply
️
📍 Be aware of the location restriction for this remote position: USA
‼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
Back to Remote jobs  >   Customer Service
Customer Success Operations Analyst @Energy Exemplar
Customer Service
Salary 💸 unspecified
Remote Location
USA
Job Type unspecified
Posted Mar 18, 2025
Apply for this position Unlock 54,453 Remote Jobs
️
📍 Be aware of the location restriction for this remote position: USA
‼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
Customer Success Operations Analyst Apply for this position Unlock 54,453 Remote Jobs
×
  • Unlock 54,453 hidden remote jobs.
  • Your shortcut to remote work. Apply before everyone else.
  • Click and apply. No middlemen, no hassle.
Remotive - Email digest of tips on remote work and productivity | Product Hunt

We’re not like the other sites. Come see why!

50% off in April 2025
  • Single payment
  • Lifetime access
  • Filter by location/skills/salary…
  • Create custom email alerts
  • Private Slack Community

Get relevant job opportunities in your inbox

    Remotive
    Find Remote Jobs
    Hiring Remotely
    Quick Access