Senior Analyst, Customer Success Operations

Summary

Join AcuityMD, a leading software and data platform accelerating access to medical technologies, as a Sr. Analyst, Customer Success Operations. You will support post-sale teams by managing operational processes, analyzing customer data, and providing insights to maximize customer satisfaction and growth. This role requires strong analytical and problem-solving skills, experience with CRM and customer success platforms, and excellent communication abilities. You will collaborate with various teams, improve operational workflows, and contribute to the company's overall success. AcuityMD offers a remote work environment, unlimited vacation, comprehensive health benefits, a home office stipend, and a learning budget. This is a ground-floor opportunity with a high-growth startup backed by world-class investors.

Requirements

• 2-4 years of experience supporting post-sale Go-to-Market teams
• Excellent relationship-building and stakeholder management skills to influence and build credibility with team members at all levels, including executives
• Experience working with CRMs (Salesforce, Hubspot, Zoho, etc.)
• Experience with customer success platforms (Gainsight, Planhat, Churnzero, etc.)
• Experience with project management platforms (RocketLane, Bigtime, Kantata, etc.)
• Familiarity with tools like Gong, LinkedIn Sales Navigator, ZoomInfo, etc
• Proficiency in Google Sheets, Google Slides, and Microsoft Excel
• Clear and effective communication and thinking
• Strong project management, prioritization, and execution skills
• Data driven mindset with the ability to understand, analyze, and derive insights from data to drive decision making
• Ability to thrive in a fast-paced environment, navigate ambiguity, and a strong bias for action
• Venture-backed, B2B SaaS startup experience
• Willingness to travel domestically 1-2x per year for company-sponsored offsites
• You must have an eligible work permit in the USA or Canada to be considered for this position

Responsibilities

• Analyze and report on key customer success metrics, including customer health scores, retention rates, and product adoption
• Develop and implement operational processes to improve CS team efficiency, including customer onboarding, account renewals, and churn reduction strategies
• Collaborate with Customer Success Managers (CSMs) to identify areas for operational improvements and build automated workflows to enhance customer experience
• Provide actionable insights from customer data, identifying trends and potential risks to proactively engage with customers and mitigate churn
• Assist in the design and deployment of customer success programs to optimize renewals, upsells, and overall customer satisfaction
• Create and maintain dashboards, reporting tools, and scorecards for CS leadership
• Support the Professional Services team by analyzing project delivery metrics such as project timelines, resource allocation, and billable hours
• Work with PS leadership to streamline service delivery processes, ensuring optimal resource utilization and improved project outcomes
• Identify bottlenecks or inefficiencies in professional services workflows and recommend corrective actions
• Support the development of a resource management strategy, including forecasting, capacity planning, and staffing models
• Develop and monitor key performance indicators (KPIs) for the Professional Services team, providing regular reporting and insights on service delivery effectiveness
• Administer and optimize the team’s use of its Professional Services Automation (PSA) platform
• Map out customer interactions after purchase to identify pain points and areas for improvement in the post-sale process
• Act as the bridge between Customer Success, Professional Services, and other internal teams (Sales, Marketing, Product, etc.), ensuring alignment on customer-facing initiatives
• Document, monitor, and optimize the “handshake” processes between Sales, Professional Services, and Customer Success to ensure smooth transitions between stages of the customer journey
• Support the continuous improvement of both Customer Success and Professional Services operations by conducting regular reviews of processes and systems
• Lead initiatives to integrate and optimize technology solutions (such as CRM, PSA, CSP) to improve operational workflows across teams
• Work with Commercial Enablement to design and execute on training programs to enhance the operational capabilities of Customer Success and Professional Services teams

Preferred Qualifications

• Experience with customer journey mapping and lifecycle management
• Familiarity with customer success best practices and industry trends
• Strong analytical and problem-solving skills with the ability to translate data into actionable strategies
• Excellent communication skills with the ability to present complex information to both technical and non-technical stakeholders
• High attention to detail and ability to manage multiple tasks simultaneously
• Strong project management skills and ability to work independently and as part of a team
• Medical device/technology industry experience a plus

Benefits

• Remote work : AcuityMD is committed to supporting full-remote flexibility for employees in the US. We provide a work-from-home stipend for all employees
• Unlimited vacation : Generous time off and flexible hours give you the freedom to do your best work
• Paid Health, Dental, and Vision Plans: We offer 100% paid health, dental, and vision plans for all employees and 75% paid for our employees' dependents
• Home Office Stipend: $1,000 to invest in remote office equipment and WiFi reimbursement
• Learning Budget: Reimbursements for relevant learning and up-skilling opportunities
• Optional Team Retreats: We meet in-person multiple times per year for co-working and social gatherings
• Parental Leave: 6-12 weeks of fully-paid, flexible parental leave
• Competitive compensation with equity upside