Customer Success Operations Analyst
We are Ataccama, and we are on a mission to empower organizations to maximize the transformative potential of data and AI. Our product enables both technical and less technical ‘data people’ across their organizations to create high-quality, governed, safe, and reusable data products. It’s what made us a Leader in the Gartner Magic Quadrant® for Data Quality Solutions™, and what inspired Bain Capital Tech Opportunities to invest in our future growth.
Our vision is to be the leading AI-powered cloud data management company and to do that, we’re making Ataccama a great place to work and grow. Our people are located across the globe. They succeed by collaborating as a team and thrive in our company culture defined by these core values:
Aim High
Customer Focused
ONE Team
Candid and Caring
Challenging Fun
We are open to a hybrid working setup. #LI-hybrid
Role Mission
We are seeking a skilled and experienced Customer Operations Analyst, to play a pivotal role in driving Customer Success strategy and execution in a fast-paced, dynamic environment. In this role, you will collaborate across teams to develop key business processes, forecast retention and renewals, and create impactful insights through data analysis and reporting. With the opportunity to shape strategy and optimize operations, this role is perfect for someone passionate about solving complex problems, improving customer outcomes, and making a direct impact on the business.
Your Challenge
- Cross-Functional Collaboration: Partner with Revenue Operations, Customer Success, and Finance to establish segmentation, capacity, and coverage models, along with regular reviews.
- Business Review Leadership: Guide business review processes and cadence for Customer Success.
- Retention & Expansion Support: Assist CS leadership in retention and expansion efforts through coverage and compensation model development.
- Renewal Data Analysis: Scrutinize renewal data to uncover trends, risks, and areas for improvement.
- Core CS Strategy Refinement: Continuously enhance customer segmentation, engagement models, and root cause analysis for both churn and success.
- Dashboard & Reporting: Create and maintain dashboards and reports to monitor renewals, performance metrics, and gain business insights.
- Forecasting Refinement: Improve renewals, retention, and expansion forecasting for stakeholders across CSMs, CS Leadership, Finance, and Revenue Operations.
- Renewal Process Automation: Pinpoint opportunities to automate and streamline renewal processes.
- Renewal Risk Mitigation: Devise strategies to minimize renewal risks and optimize customer retention.
Is this You?
- 3+ years of experience in Sales Operations, Customer Success, or a related role in a SaaS or technology environment.
- Strong communication and collaboration skills, with the ability to work effectively across teams.
- Experience with pipeline forecasting in Customer Success or Sales, especially in a recurring revenue business.
- Excellent problem-solving, strategic thinking, and analytical skills, with strong business acumen.
- Proven ability to build relationships, communicate, influence, and collaborate across teams at all levels.
- Thrives in fast-paced environments with fluid priorities.
- Experience with Customer Success tools (e.g., Gainsight, Salesforce) and dashboarding tools (e.g., Tableau, Thoughtspot).
- Familiarity with contract management and SaaS legal terms is a plus.
Work equipment
- Company laptop
- Personal cell phone contribution
Perks & Benefits
- Medical Insurance (including vision & dental)
- Life Insurance
- 401(k) with employer match contribution
- The Global Family Support Program - A paid leave program to help all parents focus on the new addition to their family
- Long-term disability insurance
- Employee Assistance Program (EAP)
- Long-Term Incentive Program
- "Bring Your Friend" referral program
- 5 sick days, 2 personal days for each calendar year in addition to your vacation days
- Flexible working hours & flexible working setup
- Conference tickets to the best industry events of the year
- Online courses & company access to Udemy to hone your skills
While we highly value cooperation with all our business partners, we don’t accept unsolicited resumes from any sources other than directly from a candidate. We reserve the right not to pay any fee for sending an unsolicited offer containing the details or resume of a job candidate, even if the relevant candidate is employed by our company.
Go to open positions We offer equal opportunities
Ataccama is proud to be an Equal Opportunity Employer. We know diversity fuels knowledge exchange, fosters innovation, and empowers us to grow and be better as a company and as humans. We seek to recruit, develop, and retain the most talented people from a diverse candidate pool.
We are committed to fair and accessible employment practices. If you are contacted for a job opportunity, please let us know how we can best meet your needs and advise us of any accommodations required to ensure fair and equitable access throughout the recruitment and selection process.
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