Customer Success Operations Analyst

Company Overview

At Zuora, we do Modern Business. We’re helping people subscribe to new ways of doing business that are better for people, companies and ultimately the planet. It’s an approach resulting from the shift to the Subscription Economy that puts customers first by building recurring relationships instead of one-time product sales and focuses on sustainable growth. Through our leading expertise and multi-product suite, we are transforming all industries and working with the world’s most innovative companies to monetize new business models, nurture subscriber relationships and optimize their digital experiences.

The Team & Role

The Customer Success Strategy and Operations Analyst will be responsible for partnering with the global Customer Success team to identify areas of opportunity, provide recommendations to drive improvement in those areas, execute and operationalize those improvements and champion consistently improving business performance. The scope of this role spans analytical problem-solving, curating critical data and insights to inform internal and external stakeholders and partnering with high-performing teams and cross-functional leaders to drive Customer Success and business growth. 

As a Customer Success Strategy and Ops Analyst reporting into the Senior Director of Customer Success Strategy & Ops, you will support critical business processes and strategic programs that will drive positive outcomes for our Customers.  To be successful in this role, you will need to be driven, hands-on, curious, collaborative and deeply passionate about Customer Success. 

Preference is that this is a hybrid position, so ideally, you’d work both remotely and in our Boston office. 

What you’ll do

• Take system improvement requests from CSM org and develop a prioritized list of requirements; work with the Gainsight administrator to implement tool and process improvements
• Craft customer campaign communications and configure automated messaging to customers via Gainsight
• Review customer health data; develop and present findings to CSM management.
• Support Customer Success programs, business process, team enablement, data insights and tracking with the goal of driving success for our customers as your north star 
• Create and manager Customer Success KPI and OKR tracking and evolution; report weekly/monthly 
• Curate data, reporting, automation of business processes and 
• Manage backlog and drive execution (from requirements definition to release) for new tooling and automation requests
• Develop and produce Customer Success playbooks and activation across the Zuora product offerings, driven by data & insights (e.g. product analytics, automated customer outreach, consumption metrics, integrations) 
• Support process change management, systematic practice and tooling for Customer Success across product lines 
• Engage key cross-functional relationships as a representative of customer engagement
• Coordinate with Customer Success and cross functional leaders and earn credibility through your expertise on process and systems as a strong communicator and effective influencer
• Lead with creative problem solving, and leverage data to drive influence and strategy while thinking of systems holistically 

Your experience

• 3-5 years experience of hands-on Customer Success Operations, Sales Operations or customer-facing role in sales, customer success, or professional services 
• “Do-er” mentality with a hands-on, passionate, curious, empathetic, detail-oriented  approach and the grit to get things done.
• Ability to distill business needs into tooling, processes and assets for internal and external teams and customers
• Ability to influence teams and drive change management
• Track record of creating and delivering high profile strategic projects within a business, across functions and/or on global teams
• Experience working alongside and partnering with senior team members (e.g. C-suite and Director/VP) 
• Proven ability to succeed in both collaborative and independent work environments
• Experience with Success technology tooling (eg Salesforce, Gainsight, CS tools etc.) 
• Bachelor’s Degree or equivalent experience 

Nice to haves:

• Experience with business automation tooling 
• Experience with data analytics and business intelligence
• SQL 

#ZEOLife at Zuora

As an industry pioneer, our work is constantly evolving and challenging us in new ways that require us to think differently, iterate often and learn constantly—it’s exciting. Our people, whom we refer to as “ZEOs" are empowered to take on a mindset of ownership and make a bigger impact here. Our teams collaborate deeply, exchange different ideas openly and together we’re making what’s next possible for our customers, community and the world. 

As part of our commitment to building an inclusive, high-performance culture where ZEOs feel inspired, connected and valued, we support ZEOs with:

• Competitive compensation, corporate bonus program and performance rewards, company equity and retirement programs
• Medical, dental and vision insurance
• Generous, flexible time off 
• Paid holidays, “wellness” days and company wide end of year break
• 6 months fully paid parental leave 
• Learning & Development stipend
• Opportunities to volunteer and give back, including charitable donation match
• Free resources and support for your mental wellbeing  

Specific benefits offerings may vary by country and can be viewed in more detail during your interview process.

Location & Work Arrangements

Organizations and teams at Zuora are empowered to design efficient and flexible ways of working, being intentional about scheduling, communication, and collaboration strategies that help us achieve our best results. In our dynamic, globally distributed company, this means balancing flexibility and responsibility — flexibility to live our lives to the fullest, and responsibility to each other, to our customers, and to our shareholders. For most roles, we offer the flexibility to work both remotely and at Zuora offices.

Our Commitment to an Inclusive Workplace

Think, be and do you! At Zuora, different perspectives, experiences and contributions matter. Everyone counts. Zuora is proud to be an Equal Opportunity Employer committed to creating an inclusive environment for all.

Zuora does not discriminate on the basis of, and considers individuals seeking employment with Zuora without regards to, race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)zuora.com.