Success Operations Analyst I

About the role

Success Operations Analyst owns defined programs focused on Customer Success operations (customer recovery, cross-sell, contact strategy, AI-enabled inbound call center). Requires 3-5 years in operations/analytics/program management, SQL and BI tools, process design, automation and AI use. Full-time, Canada (Ontario/BC). No mention of visa sponsorship, citizenship or clearance.

Requirements

• 3-5 years in Success/Customer Success/Marketplace/Business Operations, program management, analytics, consulting or related
• Track record delivering cross-functional operational work
• Strong analytical judgment with operational data, defining metrics, root cause analysis
• Working proficiency with SQL and BI/reporting tools
• Experience designing and documenting processes and using automation
• Practical experience using AI in repeatable work
• Clear written and verbal communication

What you'll do

• Own Success Operations programs: customer recovery, cross-sell, contact strategy, AI-enabled inbound call center
• Analyze conversion, retention, revenue, cost to serve and CX data and make recommendations
• Improve operational workflows and document procedures
• Test AI tools and lightweight automation and measure impact
• Coordinate execution across Success, Product, Data Science, Engineering, Finance
• Build reporting, playbooks, metric definitions and quality controls

Where this was posted

• LinkedIn

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