Revenue Operations Analyst

Manchester or Slough (Hybrid 8 days a month in office)

Competitive + Bonus

We’re looking for a detail‑oriented and analytically driven Customer Success Operations Analyst to join our Customer Success & Renewals Operations team for a 12 month fixed term contract . Reporting into the Senior Director of Customer Success , you’ll play a hands‑on role supporting the systems, data, and operational insights that underpin our global Customer Success organisation.

This is an excellent opportunity to develop deep expertise in CS Operations within a high‑growth B2B SaaS environment . You’ll work closely with the Director of CS Operations, Customer Success leadership, and cross‑functional RevOps partners, contributing directly to retention, renewal, and expansion outcomes .

What You’ll Be Doing

• Supporting the administration and ongoing configuration of Gainsight , including health scores, playbooks, CTAs, and Journey Orchestrator campaigns
• Helping manage integrations between Gainsight, Salesforce, NetSuite, and support platforms , monitoring data flows and resolving data quality issues in partnership with RevTech and Data teams
• Building and maintaining dashboards, reports, and operational insights across Gainsight, Salesforce, and BI tools , tracking key metrics such as GRR, NRR, churn, customer health, and expansion performance
• Preparing QBR materials, renewal forecasts, and leadership reporting , and supporting data reconciliation across Customer Success, Sales, and Finance
• Analysing customer lifecycle and health data to identify trends, risks, and opportunities, supporting proactive churn identification
• Maintaining and supporting documentation for CS playbooks, onboarding journeys, renewal workflows, and escalation processes
• Assisting with testing and quality assurance of system and configuration changes prior to wider rollout
• Providing day‑to‑day operational support to the Customer Success and Renewals teams , responding to ad‑hoc data, reporting, and system requests
• Collaborating cross‑functionally with Sales Ops, Marketing Ops, RevOps, Data, and IT on reporting alignment and operational initiatives

What We’re Looking For

• 2+ years’ experience in Customer Success Operations, Revenue Operations, Sales Operations , or a related analytical GTM role
• Strong experience with Salesforce , including report and dashboard building
• Proven analytical skills with confidence working with large datasets and translating insights into clear outputs
• Experience building reports in Gainsight, Salesforce, or BI tools (Tableau, Looker, Power BI)
• High attention to detail, strong data ownership, and a proactive, self‑starting mindset
• Comfortable working in a fast‑paced, matrixed environment with non‑technical stakeholders
• Hands‑on experience with Gainsight or similar CS platforms (e.g. ChurnZero, Totango)
• Familiarity with NetSuite or ERP / finance systems
• Working knowledge of SQL or data querying tools
• Understanding of SaaS customer lifecycle, renewals, and expansion
• Exposure to operational documentation or change management

Please note:

We occasionally close vacancies early in the event that we receive a high volume of applications. Therefore we recommend you apply as soon as possible.

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