Client Success Operations Analyst

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      "role": "<meta><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"white-space:pre-wrap;\">About the Role</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"color:black;white-space:pre-wrap;\">We’re looking for a highly execution-oriented Client Success Operations Analyst to calibrate and operationalize the systems, automation, reporting, and intelligence that power our Client Success team.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"white-space:pre-wrap;\">We're sitting on a goldmine of customer data and we need the person who's going to turn it into intelligence.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"white-space:pre-wrap;\">As our Client Success Operations Analyst, you'll sit at the intersection of data, systems, and AI to give our CS team superpowers: better insights, smarter workflows, and less time spent on tasks that shouldn't require a human. The foundation is already here, the data, the platforms, the clients. Your job is to connect the dots, sharpen the signal, and build the automated workflows that let our CSMs focus on what actually moves the needle.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"white-space:pre-wrap;\">You'll report directly to the Vice President of Client Success and have a front-row seat to how a modern CS org operates and a direct hand in shaping it. You’ll support the VP of CS in rewriting the CS playbook using an AI first approach.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"white-space:pre-wrap;\">What You'll Own</strong></b></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"color:black;font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Administer and optimize our CS platforms (ChurnZero, and related tooling) — keeping data clean, workflows smart, and the system useful</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Leverge AI tools and technology to build and maintain dashboards and reports that surface churn risk, expansion opportunity, and engagement health across the book of business</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Design and automate workflows that reduce manual lift for CSMs — from onsite visit summaries to Client Success Plan updates</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Operationalize AI tools to improve churn scores, engagement scores, and proactive outreach triggers</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Establish and enforce a consistent standard for client visit documentation and Voice of Customer (VOC) data capture</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Translate raw customer data into actionable intelligence the team can act on — and that leadership can trust</span></li><li style=\"--listitem-marker-color:black;font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:black;white-space:pre-wrap;\">Create executive-ready reporting for:</span></li></ul><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"color:black;--listitem-marker-color:black;list-style:none;font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><ul data-pattern=\"discCircleSquare\" data-depth=\"2\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin-left:0px;margin-right:0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:circle;\"><li style=\"color:black;--listitem-marker-color:black;font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:black;white-space:pre-wrap;\">NRR / GRR</span></li><li style=\"color:black;--listitem-marker-color:black;font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:black;white-space:pre-wrap;\">Churn &amp; contraction trends</span></li><li style=\"color:black;--listitem-marker-color:black;font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:black;white-space:pre-wrap;\">Expansion performance</span></li><li style=\"color:black;--listitem-marker-color:black;font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:black;white-space:pre-wrap;\">CSM activity &amp; productivity</span></li><li style=\"color:black;--listitem-marker-color:black;font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:black;white-space:pre-wrap;\">Surface proactive insights, not just metrics</span></li><li style=\"color:black;--listitem-marker-color:black;font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:black;white-space:pre-wrap;\">Identify leading indicators of churn and growth</span></li></ul></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"white-space:pre-wrap;\">What We're Looking For</strong></b></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">2–3 years of experience in CS Ops, Revenue Ops, or a data/analytics role — ideally inside a SaaS company</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Hands-on experience with a CS platform (ie. ChurnZero, Gainsight, etc.)</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Comfortable writing queries, building dashboards, and telling a story with data</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Excited by (and experience with) AI and automation tools — you don't just use them, you think about how to deploy them strategically</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">A process brain: you see inconsistency and want to fix it; you see a manual task and want to automate it</span></li><li style=\"font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"white-space:pre-wrap;\">Low ego, high output — you're energized by building things that make others more effective</span></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"white-space:pre-wrap;\">Why This Role Is a Big Deal</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"white-space:pre-wrap;\">You won't have direct reports, but you will have a direct impact. Every CSM on our team will be more effective because of the systems, data, and workflows you build. This is a revenue protection and operating leverage investment — and you're the force multiplier behind it.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"white-space:pre-wrap;\">If you want a role where you can see your fingerprints on the business, this is it.</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"white-space:pre-wrap;\">Compensation </strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:left;\"><span style=\"white-space:pre-wrap;\">$80,000-100,000 </span><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">base salary/ year</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:left;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:left;\"><b><strong style=\"white-space:pre-wrap;\">What's in it for you</strong></b></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:left;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">💵</span><span style=\"white-space:pre-wrap;\">&nbsp;</span><span style=\"font-size:11pt;white-space:pre-wrap;\">Competitive Salary</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:left;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">💹</span><span style=\"white-space:pre-wrap;\">&nbsp;</span><span style=\"font-size:11pt;white-space:pre-wrap;\">Work-Life Balance: 20 vacation days, 3 reboot days, birthday off, volunteer time, and more!</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:left;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">🧘</span><span style=\"white-space:pre-wrap;\">&nbsp;</span><span style=\"font-size:11pt;white-space:pre-wrap;\">Benefits: Excellent medical, dental, vision coverage. 401(k) match, &amp; monthly wellness stipend</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:left;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">👶Parental leave</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:left;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">🥡</span><span style=\"white-space:pre-wrap;\">&nbsp;</span><span style=\"font-size:11pt;white-space:pre-wrap;\">Office lunch and loads of snacks</span></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:left;\"><span style=\"font-size:11pt;white-space:pre-wrap;\">🧢</span><span style=\"white-space:pre-wrap;\">&nbsp;</span><span style=\"font-size:11pt;white-space:pre-wrap;\">And of course...the SWAG!</span></p>",
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