Customer Success Strategy and Operations Analyst

About the role

The Customer Success Strategy and Operations Analyst plays a crucial role in transforming how the world works together at Box. They partner with Customer Success, Consulting, and Support leaders to develop, measure, and track Key Performance Indicators (OKRs) and supporting Key Performance Metrics (KPIs). This role involves building and evolving dashboards and reports that highlight key trends, risks, opportunities, and operational health across post-sales teams to improve customer outcomes and team performance.

Responsibilities

• Partner with Customer Success, Consulting, and Support leaders to develop, measure, and track OKRs and supporting KPIs.
• Build and evolve dashboards and reporting that highlight key trends, risks, opportunities, and operational health across post-sales teams in order to improve customer outcomes and team performance.
• Support core business operating cadence activities with cross-functional partners.
• Translate ambiguous business problems into structured analytical frameworks and actionable recommendations that help leaders make better, faster decisions.
• Identify root causes behind performance gaps and customer friction by developing and implementing scalable operational, analytical, tooling processes and solutions.
• Own the coordination and follow-through on operational initiatives, including tracking status and managing cross-functional inputs to drafting runbooks and keeping programs moving.
• Work closely with partners across Go-to-Market Operations, Business Analytics, Data Science, and Enterprise Systems to improve data quality, align on metrics, and deliver trusted insights.
• Function as a go-to expert on all aspects of Customer Success and how the org interacts with cross-functional stakeholders.
• Be a trusted advisor to leaders across Customer Success and beyond.

Qualifications

• Experience in Business Analytics, Strategy & Operations, Customer Success, Finance, or a related field in SaaS, consulting, or other fast-paced, cross-functional environments.
• Strong analytical skills with hands-on experience sourcing, refining, analyzing, and presenting data using tools like Excel, Salesforce, and Tableau.
• Proven ability to identify trends, root causes, risks, and opportunities and turn insights into measurable operational or customer impact.
• Executive presence and strong communication skills; able to create and deliver leadership-ready materials.
• Strong partnership skills and a collaborative mindset with the ability to build credibility quickly across Customer Success and cross-functional teams.
• High integrity, curiosity, and ownership, with a bias toward follow-through and continuous improvement rather than a transactional task-based approach.
• Bachelor’s degree or equivalent practical experience.