Customer Success/Commercial Performance Analyst

We're looking for a detail-oriented and analytically driven Customer Success Operations Analyst to join our Customer Success & Renewals Operations team for a 12 month fixed term contract. Reporting into the Senior Director of Customer Success, you'll play a hands-on role supporting the systems, data, and operational insights that underpin our global Customer Success organisation.

This is an excellent opportunity to develop deep expertise in CS Operations within a high-growth B2B SaaS environment. You'll work closely with the Director of CS Operations, Customer Success leadership, and cross-functional RevOps partners, contributing directly to retention, renewal, and expansion outcomes.

What You'll Be Doing

• Supporting the administration and ongoing configuration of Gainsight, including health scores, playbooks, CTAs, and Journey Orchestrator campaigns
• Helping manage integrations between Gainsight, Salesforce, NetSuite, and support platforms, monitoring data flows and resolving data quality issues in partnership with RevTech and Data teams
• Building and maintaining dashboards, reports, and operational insights across Gainsight, Salesforce, and BI tools, tracking key metrics such as GRR, NRR, churn, customer health, and expansion performance
• Preparing QBR materials, renewal forecasts, and leadership reporting, and supporting data reconciliation across Customer Success, Sales, and Finance
• Analysing customer lifecycle and health data to identify trends, risks, and opportunities, supporting proactive churn identification
• Maintaining and supporting documentation for CS playbooks, onboarding journeys, renewal workflows, and escalation processes
• Assisting with testing and quality assurance of system and configuration changes prior to wider rollout
• Providing day-to-day operational support to the Customer Success and Renewals teams, responding to ad-hoc data, reporting, and system requests
• Collaborating cross-functionally with Sales Ops, Marketing Ops, RevOps, Data, and IT on reporting alignment and operational initiatives

What We're Looking For

Essential

• 2+ years' experience in Customer Success Operations, Revenue Operations, Sales Operations, or a related analytical GTM role
• Strong experience with Salesforce, including report and dashboard building
• Proven analytical skills with confidence working with large datasets and translating insights into clear outputs
• Experience building reports in Gainsight, Salesforce, or BI tools (Tableau, Looker, Power BI)
• High attention to detail, strong data ownership, and a proactive, self-starting mindset
• Comfortable working in a fast-paced, matrixed environment with non-technical stakeholders

Desirable

• Hands-on experience with Gainsight or similar CS platforms (e.g. ChurnZero, Totango)
• Familiarity with NetSuite or ERP / finance systems
• Working knowledge of SQL or data querying tools
• Understanding of SaaS customer lifecycle, renewals, and expansion
• Exposure to operational documentation or change management

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Please note:

We occasionally close vacancies early in the event that we receive a high volume of applications. Therefore we recommend you apply as soon as possible.