Client Services Operations Senior Analyst

About the role

We are seeking a strategic and AI-forward Client Services Operations Senior Analyst to design, run, and continuously optimize the programs, systems, and workflows that power a scalable Client Services organization.

Responsibilities

• Lead the end-to-end delivery of CS operations initiatives and programs, ensuring alignment with business goals, timelines, and budgets across both waterfall and agile workstreams.
• Build and partner on the activation, configuration, testing, and rollout of AI workflows as they are enabled within existing CS tools (not just the toggle, but the full setup and adoption).
• Identify opportunities to enhance the client journey by improving processes, tools, touchpoints, and automated interventions across the customer lifecycle.
• Partner with Sales, Product, Marketing, Support, Analytics, Data Warehouse, and Senior CS Leaders to ensure a seamless, consistent, and data-connected client experience.
• Define KPIs, build master dashboards, and report on retention, expansion, NRR, CSAT, CSM productivity, and AI adoption/deflection metrics. Communicate progress and insights to internal stakeholders and executives.
• Design and implement scalable processes and automation strategies, eliminating manual work through light automation even before formal AI agent deployment, to increase efficiency and service quality.
• Serve as the liaison between executive sponsors, stakeholders, and departmental teams, managing expectations and ensuring transparency throughout the program lifecycle.

Requirements

• 5+ years of experience in Client Services Operations, client services, program management, or a closely related function in B2B SaaS.
• A strong understanding of customer experience principles, operational workflows, health-scoring, and project management methodologies (Agile, Waterfall, etc.).
• Hands-on experience with AI-powered workflows and automations (using tools such as Claude, GPT, or comparable) that reduced measurable human effort in a business context.
• Proficiency in project management tools (e.g., Jira, Smartsheet) and CRM/CSM platforms (e.g., Salesforce, Gainsight), including configuration and automation.
• Exceptional written communication, organizational, and interpersonal skills, with the ability to write and refine agent copy, playbooks, and documentation, and to present data and insights to leadership.
• A systems-thinking mindset focused on process mapping, workflow optimization, and building scalable, automated solutions, with comfort operating amid ambiguity and shifting priorities.

Qualifications

• Awareness of data privacy and governance considerations in enterprise software, particularly around customer data handling in AI workflows.

Skills

• Strategic thinking and problem-solving skills.
• Strong analytical and data-driven approach.
• Excellent communication and interpersonal skills.
• Ability to manage multiple projects simultaneously.
• Experience with AI and machine learning concepts.

Benefits

We offer a competitive benefits package, details of which can be found here.

Pay

The estimated base salary range for new hires into this role is $55,000 - $80,000 annually + bonus depending on factors such as job-related knowledge, relevant experience, and location.

Schedule

Details on the schedule can be provided if needed, based on the applicant's location.