Customer Growth & Success Operations Analyst

Opportunity

We are seeking a highly analytical, systems-driven CGS Operations Analyst to serve as the operational backbone of the Client Growth & Success organization. This role owns the infrastructure, reporting, workflows, and enablement systems that power how CGS operates from renewals and expansion planning to leadership reporting, client performance insights, and process automation.

This individual will sit at the center of cross-functional execution, partnering with Analytics, Finance, Marketing, Product, Onboarding, and Operations to ensure CGS delivers scalable, data-driven client lifecycle management. Success in this role means transforming complex operational needs into streamlined systems that improve visibility, forecasting, execution, and client outcomes.

Responsibilities 

CGS Operations & Lifecycle Support

• Own operational workflows supporting renewals, upsells, and expansion planning.
• Build and maintain leadership portfolio reporting to track renewals, pipeline progress, client health, and performance metrics.
• Manage internal Monthly Business Review (MBR) reporting and SLT preparation.
• Analyze operational performance to identify trends, risks, and opportunities for improvement.
• Support forecasting, pipeline management, and resource planning for existing accounts.
• Drive escalation management and resolution of critical operational issues.
• Develop and maintain onboarding materials and training tools to accelerate new-hire ramp and drive consistent CGS best practices.

Systems & Tooling Ownership

• Own Salesforce (SFDC) workflow enhancements and ongoing CGS maintenance.
• Partner with Finance to ensure accurate ACV tracking across all client opportunities.
• Collaborate with Analytics to support transition to LightDash as the primary reporting platform.
• Ensure client-facing data is accurate, timely, and actionable.
• Work with Twin Operations to automate CGS operating frameworks into Jira.
• Define and maintain standardized documentation, storage, and naming conventions.
• Establish system maintenance requirements and coordinate with development teams.

Reporting & Analytics Enablement

• Partner with Analytics to produce accurate reporting and performance dashboards.
• Manage down-market client reporting and future automation initiatives.
• Assist with internal data collection, analysis, and reporting to inform strategic decisions.
• Translate data into insights that improve client lifecycle execution.

Client Experience & Feedback Systems

• Partner with Marketing to centralize NPS distribution through HubSpot and manage internal reporting.
• Ensure client outcome reporting is compelling and aligned with organizational standards.
• Maintain operational rigor to meet SLAs, KPIs, and compliance requirements.

Cross-Functional Execution

• Proactively identify and manage cross-team dependencies and integration risks.
• Work closely with Analytics, Product, Finance, Onboarding, Marketing, Legal, Billing, and Operations.
• Support scalable process design that improves collaboration and execution.
• Other duties as assigned

Qualifications 

• We are looking for a strategic operator who combines analytical rigor with strong execution discipline.
• 3–5 years of experience in client operations, business operations, or customer success operations
• Strong project management and organizational skills in fast-paced environments
• Analytical mindset with ability to interpret data and drive actionable insights
• Excellent written and verbal communication skills
• Strong interpersonal skills with a consultative, collaborative style
• Ability to influence and communicate across all organizational levels
• Critical thinking and problem-solving orientation
• Comfortable working cross-functionally with diverse stakeholders
• Bachelor’s degree required
• Proficiency in Microsoft Office Suite; experience with Salesforce, reporting tools, or workflow systems preferred
• Technology or professional services experience a plus
• Willingness to travel as needed

What Success Looks Like

• CGS workflows operate smoothly with clear visibility into renewals, pipeline, and client performance
• Systems and reporting infrastructure are accurate, scalable, and trusted by leadership
• Cross-functional dependencies are proactively managed
• Operational insights drive better decision-making and client outcomes
• Reporting and lifecycle processes enable growth, retention, and expansion
• This remote opportunity based out of the U.S. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Compensation and Benefits   

The compensation range for this position $115,000 - $125,000 annually. This position is bonus eligible.  

Twin has an ambitious vision to empower people to live healthier and happier lives, and to achieve this purpose, we need the very best people to enhance our cutting-edge technology and medical science, deliver the best possible care, and turn our passion into value for our members, partners and investors. We are committed to delivering an outstanding culture and experience for every Twin employee through a company based on the values of passion, talent, and trust. We offer comprehensive benefits and perks in line with these principles, as well as a high level of flexibility for every Twin

• A competitive compensation package in line with leading technology companies
• A remote and accomplished global team
• Opportunity for equity participation 
• Unlimited vacation with manager approval
• 16 weeks of 100% paid parental leave for delivering parents; 8 weeks of 100% paid parental leave for non-delivering parents
• 100% Employer sponsored healthcare, dental, and vision for you, and 80% coverage for your family; Health Savings Account and Flexible Spending Account options
• 401k retirement savings plan