Customer Success Operations Analyst

About the role

This role will own the reporting, dashboards, and data-informed automation support for Customer Success teams.

You will turn customer and operational data into reliable dashboards, clear and actionable insights, and scalable automations.

You will be the bridge between our data and our strategy - working alongside Data Engineering to ensure we have the right data foundations, and partnering with the CS Ops Manager to turn those foundations into scalable automation solutions, including scorecards, lifecycle programs, and tech touch strategies.

This operator will help shape the future of Customer Success at OpenSesame by designing human+AI workflows that expand CSM capacity, improve consistency, and better serve our customers across segments.

Key Performance Objectives

• Build a strong understanding of OpenSesame’s Customer Success strategy, customer motions, lifecycle stages, KPIs, and operating rhythms within 30 days.
• Learn the current reporting environment, dashboard landscape, data sources, and definitions used across Customer Success within 30 days.
• Take ownership of core CS dashboards and recurring reporting within 60 days.
• Partner with CS Ops to identify automation opportunities backed by data and operational needs within 60 days.
• Improve confidence in core CS reporting by resolving inconsistencies, clarifying logic, or simplifying access within 60 days.
• Deliver initial analyses on customer health, segment performance, lifecycle friction points, or tech-touch opportunities within 60 days.
• Identify repeatable CSM tasks that can be delegated to automation or agents within 60 days.
• Leverage AI and automation tools to scale customer outreach, predict churn risks, and reduce manual operational overhead for the CS team within 90 days.
• Design and implement AI-powered and agent-based workflows that help CSMs manage their portfolios more efficiently and spend more time on strategic customer work within 90 days.
• Be the go-to partner for Customer Success reporting, analysis, and data storytelling within 6-12 months.
• Build scalable foundations across data, automation, and workflow design that make AI adoption and lifecycle optimization easier to implement across Customer Success within 6-12 months.
• Build or orchestrate agent-based solutions with clear guardrails within 6-12 months.

Success in this role

• Customer Success has a single trusted owner for dashboards, reporting, and analysis.
• Leadership decisions are faster, more confident, and grounded in reliable data.
• CS Ops can operationalize better automations and lifecycle programs because the underlying analysis is stronger.
• CSMs get clearer visibility into risk, opportunity, and next-best action.
• Managed and digitally led motions improve because data is actively shaping where we invest.
• Our CS Teams operate within the human+AI framework through the automations, AI tools, and agent-based workflows.