Senior Analyst, Customer Success Operations

About AlphaSense

AlphaSense removes uncertainty from decision-making for the world’s most sophisticated companies. Our market intelligence and search platform, built on proven AI, delivers trusted insights from public and private content including equity research, company filings, event transcripts, expert calls, news, trade journals, and clients’ own research content. Following the 2024 acquisition of Tegus, AlphaSense advances a shared mission to empower professionals with AI-driven market intelligence, accelerating growth, innovation, and content expansion. Our platform is trusted by over 6,000 enterprise customers, including a majority of the S&P 500. Founded in 2011, AlphaSense is headquartered in New York City with more than 2,000 employees across the U.S., U.K., Finland, India, Singapore, Canada, and Ireland.

About The Role

The Senior Analyst, Customer Success Operations is a critical role within our Revenue Operations team, bringing broad Customer Success and Account Management knowledge to support our most complex projects. You'll serve as a cross-functional problem solver and connective layer across Customer Success Operations, ensuring our programs and strategic work reflect real, on-the-ground context. This role is ideal for someone who thrives in ambiguity, enjoys being a go-to resource across functions, and wants a direct hand in executing our roadmap.

About The Team

The Customer Success - Revenue Operations team at AlphaSense drives productivity and improves efficiency for account managers, CSMs, implementation specialists, support specialists, and leadership. We create and implement operational reporting and analytics, improve processes, and enable strategic initiatives that impact the revenue organization. The team consists of highly driven self-starters passionate about operations and thriving in a fast-paced, challenging environment.

Responsibilities

• Domain Expertise: Apply working knowledge of customer success and account management to Customer Success Operations. Exposure to pre-sales and application specialist functions is a plus.
• CS Metrics & Reporting: Build and maintain reporting on core Customer Success metrics, including NRR, GRR, renewal rate, and usage and engagement KPIs. Translate trends into actionable insights for CS leadership and perform QA checks to catch issues before they reach leadership.
• Cross-Functional Deployment Support: Partner with account managers, customer success managers, pre-sales, and application specialists on large and complex projects.
• Strategic Project Execution: Support the Senior Manager, Customer Success Operations on program delivery across our customer base, including account-level context requiring broad cross-functional fluency.
• Cross-Functional Partnership: Build working relationships with pre-sales, application specialists, and CS leadership stakeholders to represent CS Operations needs and surface early signals.
• Project Support: Contribute to broader strategic project delivery, including CS Platform and Usage-Based Pricing, as capacity allows. Act as the go-to person for cross-functional and customer-facing context within Customer Success Operations.

Requirements

• 3 to 5 years of customer operations experience, ideally at a high-growth B2B SaaS or AI company.
• Prior exposure to customer success.
• Strong understanding of core SaaS and Customer Success metrics, including NRR, GRR, renewal rate, and usage-based KPIs such as MAU and DAU.
• Comfortable working in Salesforce, Gainsight, and forecasting tools such as Clari or Gong.
• Ability to work in ambiguity and solve open-ended problems with a proactive mindset.
• Strong communication skills with the ability to influence and build trust with cross-functional teams.
• Exceptional organizational skills and the ability to manage multiple priorities under tight deadlines.

Skills

• Bonus: Experience with SQL or a data warehouse tool such as Snowflake or BigQuery.
• Bonus: Familiarity with a BI platform such as Tableau.

Pay

Base compensation range: $99,000—$110,000 USD. Final offer amounts are determined by candidate experience and expertise and may include performance-based bonus, equity, and a generous benefits program.