HiringCafe
Posted 6d ago

Client Success Operations Analyst

@ ITA Group
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Atlanta, Georgia, United States
OnsiteFull Time
Responsibilities:creating dashboards, designing processes, analyzing data
Requirements Summary:Bachelor's degree required; 3+ years client-facing experience; strong analytics, dashboarding, Excel/Google Sheets and BI tool proficiency; experience with CS platforms and CRM; strong communication and project management skills.
Technical Tools Mentioned:Totango, Zendesk, Loop, Pendo, Workfront, Salesforce, Zapier, ChurnZero, Gainsight, Vitally, HubSpot, Microsoft Excel, Google Sheets, Tableau, Power BI
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Job Description

POSITION PURPOSE

The Client Success Operations Analyst owns the data-driven methodology and operational framework that enables the Client Success organization to create value for Clients at scale. By leveraging purpose-built tools, technology, and processes across Engagement Solution lines, the Analyst ensures a personalized Client experience regardless of segment or lifecycle stage.

This role does not directly manage a portfolio of accounts but influences Client interactions by driving program & platform(s) adoption, engagement, and satisfaction. The Analyst manages the operational aspects of the Client Success function, equipping the team with insights that increase effectiveness, efficiency, and impact.

ACCOUNTABILITIES & PERFORMANCE EXPECTATIONS

Data & Insights

  • Create, maintain, and optimize dashboards, views, and reports (e.g., CS Scorecard) to track Client health, team performance, and organizational impact.
  • Provide analytics support for CSAT, capacity planning, renewal forecasting, and utilization.
  • Translate data into actionable insights, enabling Client Success leaders to make proactive, informed decisions.

Process & Enablement

  • Design, document, and launch scalable processes, workflows, and automations to improve efficiency and ensure consistent Client experience across Engagement Solution Lines, as applicable.
  • Analyze and recommend improvements to operational practices, ensuring alignment to Client Success and company objectives.
  • Manage internal collateral and Client-facing program assets, as applicable.

Systems & Tools

  • Serve as administrator and power user for Client Success platforms (Totango, Zendesk, Loop, Pendo, Workfront, Salesforce, Zapier etc.).
  • Build and operationalize the Client journey map across systems, automating touchpoints wherever possible.
  • Partner with cross-functional stakeholders (Sales, Solution Line, Product, Delivery) to define requirements and implement solutions.
  • Ensure data integrity and system hygiene across CRM, CS platforms, and supporting tools.

Community & Communication

  • Manage Client-facing communications (platform updates, in-app notifications).
  • Coordinate automated reporting, partner webinars, and other Client engagement programs, as applicable.
  • Support the development and implementation of engagement strategies and initiatives.

Cross-Functional Collaboration

  • Partner with Sales, Solution Lines, Delivery, Finance, and Product to ensure a seamless Client lifecycle and consistent reporting.
  • Function as a connector between operational analytics and frontline Client Success execution.

POSITION REQUIREMENTS

Qualifications

  • Bachelor’s degree in business, Analytics, Communications, or related field required.
  • 3+ years of Client-facing experience (Account Management, Client Success, Employee Engagement, or related).
  • Strong problem-solving, analytical, and strategic thinking skills; able to connect data to business outcomes.
  • Experience with Client Success platforms (Totango, ChurnZero, Gainsight, Vitally, etc.) and CRM systems (HubSpot or Salesforce).
  • Proficiency in Excel/Google Sheets and BI tools (Tableau, Power BI, or similar).
  • Experience with Client segmentation and health/revenue tracking.
  • Strong communication skills—able to present data, insights, and recommendations to leadership and large groups.
  • Highly organized, detail-oriented, with demonstrated project management experience.
  • Comfortable working in a SaaS or professional services environment.

Success Profile

  • Client-Centric Mindset: Views data, systems, and processes as tools to create better Client outcomes.
  • Operational Excellence: Builds scalable, repeatable, and efficient processes that drive consistency.
  • Tech & Data Savvy: Fluent in CS tools, automation, and data visualization; able to “tell the story” with data.
  • Collaborative Spirit: Strong cross-functional partner, able to influence without direct authority.
  • Continuous Improvement: Proactively identifies gaps and designs solutions to uplevel team performance.
  • Adaptable: Thrives in a fast-paced, evolving business environment.