Customer Success Operations Analyst

Summary

Join Sprout Social's Sales & Success team as a Customer Success Operations Analyst and contribute to the operational effectiveness and strategic insights across the Customer Experience team. Collaborate with cross-functional stakeholders on initiatives like customer segmentation and lifecycle management, ensuring smooth operations and optimized processes to support Customer Success and Renewals teams. Develop and maintain dashboards and reports to track team performance, support administration and optimization of key customer operations platforms, and conduct ad hoc analyses to surface actionable insights. Document processes and support workflow refinement for scalable operations. This role offers opportunities for career growth and development within a collaborative environment, working with leading brands and contributing directly to customer success and business growth.

Requirements

• 1–3 years experience in an analytical role or a customer-facing role within SaaS
• Proficiency in Excel or Google Sheets
• Strong organizational and communication skills

Responsibilities

• Collaborate with cross-functional stakeholders on initiatives such as customer segmentation and lifecycle management
• Ensure smooth operations and optimized processes to support the Customer Success and Renewals teams
• Develop and maintain dashboards and reports to track Customer Success and Renewals team performance
• Support administration and optimization of key customer operations platforms like Gainsight, Salesforce, and Looker
• Conduct ad hoc analyses to surface actionable insights on customer retention, risk, and growth opportunities
• Document processes and support the refinement of workflows to enable scalable operations

Preferred Qualifications

• Experience with Salesforce, Gainsight, or BI tools like Tableau
• Familiarity with SQL and data querying
• Knowledge of customer success best practices and a commitment to delivering exceptional service

Benefits

• Insurance and benefit options that are built for both individuals and families
• Progressive policies to support work/life balance, like our flexible paid time off and parental leave program
• High-quality and well-maintained equipment—your computer will never prevent you from doing your best
• Wellness initiatives to ensure both health and mental well-being of our team
• Ongoing education and development opportunities via our Grow@Sprout program and employee-led diversity, equity and inclusion initiatives
• Growing corporate social responsibility program that is driven by the involvement and passion of our team members
• Beautiful, convenient and state-of-the-art offices in Chicago’s Loop and downtown Seattle, for those who prefer an office setting
• Whenever possible, Sprout wants to provide our team with the flexibility to work in the location that makes the most sense for them. Sprout maintains a remote workforce in many places in the United States. However, we are not set up in all states, so please look at the drop-down box in our application to see whether your state is listed. Few roles require an office setting. If your position requires a physical presence in a Sprout office, it will be evident in the job listing and your offer letter
• Employees (and their dependents) are covered by medical, dental, vision, basic life, accidental death, and dismemberment insurance, and Modern Health (a wellness benefit)
• Employees are able to enroll in Sprout’s company’s 401k plan, in which Sprout will match 50% of your contributions up to 6% with a maximum contribution
• Sprout offers “Flexible Paid Time Off” and ten paid holidays