Strategy and Operations Analyst, Customer Success

Who we are

About the company

the company is a financial infrastructure platform for businesses. Millions of companies - from the world’s largest enterprises to the most ambitious startups - use the company to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to make an impact at an extraordinary scale.

About the team

The Customer Success (CS) team oversees the post-sales lifecycle for the company users, helping them realise the full value of their investment in the company. CSMs drive user success, increase retention and expansion, and support mutually beneficial renewals. Few teams have such a direct impact on the company’s growth.

The CS Strategy and Operations (S&O) team shapes how Customer Success operates at the company, providing strategic and operational partnership to CS leadership. The team runs and improves both the function’s day-to-day operating model, from leadership forums and territory and compensation design to the systems and cadences that enable execution, and its long-term direction.

In this analyst role, you will help the team scale by surfacing insights for leaders, automating processes, building dashboards, and driving run-the-business operations. You will translate CS priorities into actionable plans, lead cross-functional initiatives, and build the operating mechanisms that help teams make better decisions, execute consistently, and scale effectively.

What you’ll do

The near-term focus of this role is to strengthen the operational foundations of the company’s Customer Success business. You will work on projects spanning process design, business cadences, systems, reporting and territory management, helping the team operate effectively as it scales.

As an analyst, you will turn data into actionable insights, measure and forecast business performance, and build dashboards that enable better decision-making. You will also identify opportunities to improve how the team works and partner across functions to design and implement scalable solutions.

Responsibilities

• Partner cross-functionally to identify, analyse and resolve systems and operational challenges

• Investigate system performance, operational workflows and underlying process issues

• Measure and forecast business performance, surfacing insights and recommendations to CS leadership

• Develop and maintain dashboards and reports that meet key business and leadership requirements

• Manage CSM territories and support improvements to territory design and planning

• Design and improve business processes using data and operational insights

• Define, track and report on annual and quarterly objectives and key results (OKRs)

• Prepare clear, decision-focused materials for quarterly business reviews (QBRs) and other leadership forums

Who you are

We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum requirements

• 5-6 years of operations experience in a software solutions or technology company.

• 3+ years working with a GTM or Sales organization.

• Data Analytics (SQL, creating/running complex queries and building dashboards)

• Business and operational SLA reporting.

• Communicate clearly, proactively, and concisely.

• Self-starter and comfortable dealing with ambiguity.

Preferred qualifications

• Tableau or SFDC report development experience.

• Experience as a User and Report developer in SFDC

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