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Customer Service
Senior Customer Success Operations Analyst
@Solink
[Hiring] Senior Customer Success Operations Analyst @Solink
Feb 27, 2025 - Solink is hiring a remote Senior Customer Success Operations Analyst. 💸 Salary: unspecified. 📍Location: Canada.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
As a Senior Customer Success Operations Analyst, you will play a critical role in accelerating our revenue growth through customer expansion and retention. This role helps deliver exceptional value to our clients by optimizing processes, systems, and data that enable our Customer Success teams.
Reporting to the Head of Revenue Operations, you will collaborate closely with Customer Success, Revenue Operations, and other cross-functional teams to ensure we scale our operations effectively, drive client retention, and improve customer satisfaction.
Qualifications
- 3-5 years of experience in a Customer Success Operations analysis focused role
- Strong understanding of Customer Success processes, systems, and metrics
- Expert with Customer Success platforms (ie: Gainsight)
- Process optimizer who thrives on building efficient workflows and systems
- Data-driven problem solver who loves turning insights into action
- Collaborator who can work cross-functionally to enhance the customer experience
- Strategic thinker who sees the big picture and drives long-term growth
- Excellent communication and project management skills
- Ability to work cross-functionally and manage stakeholders at all levels of the organization
Requirements
- Experience with CRM systems (Salesforce) is a bonus
- Candidates must undergo a criminal records check upon hire
- Be a Canadian Citizen (dual citizens included), or eligible to work in Canada
- Be willing to comply with Solink’s own security policies and standards
What Will You Do?
- Design, implement, and manage processes and workflows to improve the efficiency of the Customer Success team
- Support Customer Success leadership in designing and ensuring smooth onboarding, training, and management of customers throughout their lifecycle
- Optimize customer health scoring and reporting mechanisms to ensure actionable insights
- Build, maintain, and improve reporting and dashboards to track key performance indicators (KPIs), such as customer health, churn, retention, and Net Promoter Score (NPS)
- Collaborate with the Revenue Operations team to align customer success data with sales, marketing, and product analytics
- Take ownership of and manage our Customer Success platform (Gainsight) and other tools, ensuring effective usage across teams
- Lead initiatives to integrate and streamline systems, ensuring seamless communication between tools used by Customer Success, Sales, and Support teams
- Own the CS Ops roadmap to enhance our CS processes, technology, and reporting
- Drive continuous improvement of internal processes to enhance customer onboarding, retention, and account growth
- Develop playbooks, SOPs, and best practices for the Customer Success team
- Collaborate with cross-functional stakeholders (Sales, Product, Marketing) to streamline the customer experience across the organization
- Work with Customer Success leadership to support strategic initiatives, including customer segmentation, expansion strategy, and upsell/cross-sell opportunities
- Partner with Customer Success leadership to identify areas for automation and process enhancements that drive operational scale
- Work with Revenue Operations in setting targets and defining territories for CS
Benefits
- Flexibility in your chosen hours of work by helping you get "stuff" done (encourages that work-life balance)
- Opportunities for growth based on merit, skill, and initiative
- Friendly, welcoming, and team-oriented atmosphere that fosters collaboration
- A creative and innovative environment that mentors supports, motivates, and inspires you to make an impact
- Interesting and exciting assignments ranging in size, type, and complexity
- An “open-door” policy where communication and brainstorming are encouraged
- A really positive and fun environment working with an incredibly ENERGETIC team
- Fully paid Health / dental benefits offered immediately (an additional $500 spending account for items that aren’t covered in our AMAZING benefits program)
- Monthly reimbursement toward a health and wellness program
- Extracurricular SOLINKIAN social events (annual “solink-o de mayo”, so-learns, sports teams, so-lunches, team builders, and much more)
How to Apply?
Please submit your cover letter and resume addressed to Admiral Ackbar outlining why you would be the right fit for this position.
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| 📍 | Be aware of the location restriction for this remote position: Canada |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
Canada
|
|
Job Type
full-time
|
Posted
Feb 27, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: Canada |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
