Customer Operations, CS Tools & Analytics

Summary

Join Narvar as a Senior Analyst, Operations to own tools, reporting, and metrics that support efficiency and effectiveness in the Customer Success organization.

Requirements

• 4+ years of work experience in operations and analytics (particularly in Customer Success or GTM)
• Proficient in CRM systems (e.g., Salesforce) and customer success platforms (e.g., Gainsight, ChurnZero)
• Knowledge of customer lifecycle management and success metrics (e.g., NPS, churn rate, NRR)
• Ability to translate data into a clear story with key insights; presents data in a clear and concise manner, both written and orally
• Proficient with creation of crisp, clear presentations (Google slides, PowerPoint)
• Data-driven, detail-oriented individual with demonstrated ability to work through complex problems using data
• Advanced skills in data analytics and reporting tools (e.g., Excel, Google Sheets, Looker)
• Strong project management skills
• Self-motivated, curious, and rapid learner who is comfortable working in ambiguity
• Thrives in a fast-paced and dynamic environment
• Highly organized and collaborative; able to work with cross-functional stakeholders and multiple deliverables at any given time

Responsibilities

• Manage implementation and optimization of tools and technology stack used by the Customer Success team
• Ensure proper integration of tools with other systems, such as sales and marketing platforms
• Maintain and evolve efforts to keep accurate and up-to-date customer data
• Partner with the Customer Success team to incorporate playbooks for customer outreach and engagement based on health scores and other key metrics
• Build and maintain dashboards and reports to track key performance metrics such as customer health scores, churn risk, and overall satisfaction
• Provide data-driven insights to customer success and executive leadership, helping to inform strategy and operational decisions
• Derive and present data-driven insights that tell a “story” with appropriate data visualizations
• Maintain standard reporting across Customer Success teams and metrics, including forecasts and progress to plans
• Provide ongoing operational support and one-off data pull requests for initiatives across the Customer and broader Narvar teams

Preferred Qualifications

• Experience with SAAS metrics, B2B experience required
• Previous startup experience strongly preferred