Senior Customer Success Operations Analyst

Summary

Join Sprout Social's Revenue Operations team as a Senior Customer Operations Analyst and accelerate your career. Collaborate with Success leaders to identify challenges and create efficient processes. Maintain and evolve analytical assets for customer teams. Partner with cross-functional teams to advance business initiatives. Play a critical role in setting KPIs and measuring performance. Elevate the impact of the Customer Operations team by leveraging strong business acumen, analytical rigor, and technical expertise.

Requirements

• 3–5 years in Customer Success Operations or a related field within SaaS
• Proficiency with Salesforce, Excel (pivot tables, VLOOKUPs), and data visualization tools
• Strong analytical skills and the ability to synthesize complex data into meaningful insights

Responsibilities

• Collaborate with Success leaders to identify challenges and create processes and data assets that promote efficiency and growth
• Maintain and evolve the suite of analytical assets our customer teams can rely on every day
• Collaborate with cross-functional partners in Enablement, Data Science, Marketing, Finance, and IT to advance projects and initiatives that move our business forward
• Play a critical role in setting Customer Success and Renewal Management KPIs and measuring performance against those goals

Preferred Qualifications

• Familiarity with SQL and data querying
• A proactive approach to identifying and resolving challenges
• Experience working cross-functionally with diverse teams and stakeholders
• Strong verbal and written communication skills, capable of presenting to leadership and driving alignment
• 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