Customer Operations Manager

Summary

Join Planful, a leading financial performance management cloud software company, as a Business Analyst. You will be a key member of the Business Operations team, working cross-functionally to analyze customer behavior, drive retention strategies, and optimize customer success operations through data and process improvements. You will partner with Customer Success, Product, and Data teams to understand and improve the customer journey, analyze customer health scores, and identify at-risk accounts and expansion opportunities. You will also define and maintain metrics, dashboards, and reports to monitor customer engagement and satisfaction, gather and document requirements for customer success tools, and support Customer Success leadership with data-driven insights for strategic decision-making.

Requirements

• 2-5+ years as a Business Analyst, Data Analyst, or in CS Ops/RevOps function
• Experience with CRM and CS platforms (e.g. Salesforce, Gainsight)
• Proficiency in Excel/Google Sheets, SQL
• Experience with BI Tools (e.g. Tableau, Looker, Power BI)
• Familiarity with SaaS business models and customer lifecycle stages
• Strong analytical mindset with the ability to translate data into business insights
• Excellent communication skills to collaborate with cross-functional teams
• Ability to document and improve business processes using tools like Lucidchart

Responsibilities

• Partner with Customer Success, Product, Data teams to understand and improve the customer journey
• Analyze customer health scores, product usage trends, support data, and NPS to identify at-risk accounts and expansion opportunities
• Define and maintain metrics, dashboards, and reports to monitor customer engagement and satisfaction
• Gather and document requirements for customer success tools, workflows, and automations (e.g. Gainsight, Salesforce, FinancialForce)
• Support Customer Success leadership with data-driven insights for strategic decision-making
• Assist in the rollout and adoption of technology solutions that enhance customer experience
• Design and improve processes to streamline onboarding, renewals, and support escalation workflows
• Support managing Feedback and Enhancement requests for the Command Center

Benefits

• 2 volunteer days per year, Birthday PTO, and quarterly company Wellness Days
• 3 months supply of diapers and meal deliveries for the first month of your Maternity/Paternity leave
• Annual Planful Palooza, our in-person, company-wide culture kickoff held in cities like San Diego, Denver, Austin, and most recently Palm Beach
• Team-specific off-sites in cities like New York, Sonoma, or our brand new HQ based in downtown San Francisco
• Remote first culture with benefits such as home office setup, and monthly wifi and cell phone reimbursements
• Company-wide Mentorship program with Executive sponsorship of CFO and Manager-specific monthly training programs
• Employee Resource Groups such as Women of Planful, LatinX at Planful, Parents of Planful, and many more. We encourage our teammates to bring their authentic selves to the team, and have full support in creating new ERGs & communities along the way