Customer Success Operations Analyst

Summary

Join Grammarly's Customer Success Operations team as a founding member and play a key role in building and optimizing the CS technology stack. You will be responsible for executing and improving core operational processes across the customer lifecycle, supporting the administration and optimization of the CS technology stack, and partnering with CS leadership to define, track, and report on key customer health, adoption, and retention metrics. This role requires 4+ years of experience in go-to-market operations, with a strong preference for supporting customer-success organizations, experience with territory planning, quota development, reporting models, industry-standard CS metrics, and implementing CS best practices across the post-sales customer lifecycle. Experience with Salesforce and CS platforms like Gainsight, Hook, or ChurnZero is also required.

Requirements

• Has 4+ years of experience in go-to-market operations, with a strong preference for supporting customer-success organizations
• Has experience with territory planning, quota development, reporting models, industry-standard CS metrics, and implementing CS best practices across the post-sales customer lifecycle
• Has experience using analytical skills to translate data into actionable insights
• Demonstrates the ability to collaborate cross-functionally and confidently present to senior leadership
• Experience with Salesforce and CS platforms like Gainsight, Hook, or ChurnZero
• Experience working in a high-growth, fast-paced SaaS environment
• Strong project management and prioritization skills

Responsibilities

• Execute and improve core operational processes across the customer lifecycle, such as health scoring, renewals, and ongoing digital customer engagements
• Support administration and optimization of our CS technology stack, ensuring systems are configured to support workflows, reporting, and automation
• Partner with CS leadership to define, track, and report on key customer health, adoption, and retention metrics
• Assist with territory design, customer segmentation, and account assignment processes to ensure equitable and scalable coverage
• Collaborate with cross-functional Sales Ops, Marketing Ops, Analytics, Systems, and Finance partners to ensure data alignment and consistency across customer records and revenue reporting
• Support forecasting processes by ensuring data quality and preparing reports and insights
• Identify and document pain points in current CS workflows, proposing and implementing improvements to drive efficiency
• Contribute to strategic projects that evolve the customer journey and drive operational maturity across the CS function

Preferred Qualifications

• Experience supporting or building operational strategies for a scaled, digital-led Customer Success team—or time in a customer-facing post-sales role—is a strong plus
• Has experience at a product-led growth (PLG) company (ideal but not required)
• Embodies our EAGER values—ethical, adaptable, gritty, empathetic, and remarkable
• Is inspired by our MOVE principles: move fast and learn faster; obsess about creating customer value; value impact over activity; and embrace healthy disagreement rooted in trust

Benefits

• Excellent health care (including a wide range of medical, dental, vision, mental health, and fertility benefits)
• Disability and life insurance options
• 401(k) and RRSP matching
• Paid parental leave
• 20 days of paid time off per year, 12 days of paid holidays per year, two floating holidays per year, and flexible sick time
• Generous stipends (including those for caregiving, pet care, wellness, your home office, and more)
• Annual professional development budget and opportunities