Senior Customer Success Operations Analyst

Overview This role is a critical part of PowerPlan’s Revenue Operations team, focused on strengthening the operational backbone of Customer Success. You will own the analytics, processes, and governance that ensure renewal accuracy, ARR integrity, and actionable customer health insights. This is an opportunity to bring financial rigor, operational clarity and insights to a space that directly impacts revenue predictability and customer retention. You’ll collaborate with CS, Finance, and Sales leadership while building scalable systems and dashboards that replace manual work and elevate executive decision‑making. COMPANY PowerPlan provides enterprise financial software solutions that help organizations manage complex accounting, tax, and asset management challenges. We serve leading companies across regulated industries, delivering tools that improve compliance, forecasting, and operational efficiency. Our culture values collaboration, innovation, and continuous improvement—making PowerPlan an exciting place to grow your career while driving measurable impact. Responsibilities KEY PERFORMANCE OBJECTIVES (First 12 Months) 1. Drive Renewal Data Accuracy & Forecasting Confidence (First 90 Days) Outcome: Achieve 100% accuracy in ARR and renewal data across Salesforce and Gainsight. Deliver consistent, audit‑ready renewal reporting for MBRs and executive reviews. Impact: Reliable renewal data improves forecasting precision and supports revenue predictability for leadership. How: Conduct monthly ARR reviews, validate escalators and uplift calculations, and implement durable processes for renewal forecasting. Collaborate with Finance and CS leadership to maintain alignment and resolve discrepancies quickly. 2. Deliver Actionable Customer Health & Churn Insights (First 120 Days) Outcome: Build and maintain dashboards that accurately highlight churn risk, asset‑at‑risk, and renewal progression. Produce structured reporting on pushes/saves and summarize impact for forecast submissions. Impact: Enables leadership to proactively address churn risk and make informed renewal decisions, protecting revenue and customer relationships. How: Partner with CS leadership to refine Risk & Churn files, create Power BI dashboards, and ensure reporting consistency for MBRs and quarterly reviews. 3. Enhance NPS Program & Customer Feedback Framework (First 6 Months) Outcome: Improve the existing NPS process by reducing manual effort and leveraging Gainsight for automation and structured reporting. Ensure timely survey execution, accurate theme tagging, and actionable insights for leadership. Capture response trends, themes, and follow‑up actions in dashboards that feed into quarterly planning and executive reviews. Impact: Strengthens customer advocacy programs and provides leadership with reliable sentiment data to improve satisfaction, retention, and renewal predictability. How: Audit the current NPS workflow, streamline manual steps, and configure Gainsight for automated sends, tagging, and reporting. Track close‑the‑loop activities and design dashboards that highlight trends and actions, ensuring visibility and accountability across CS. 4. Ensure Data Accuracy & Governance Across CS Systems (First 6 Months) Outcome: Achieve 100% accuracy for ARR, renewal, and CS‑related data across Salesforce and Gainsight by implementing scalable governance processes and automations. Maintain audit‑ready accuracy for all CS metrics and reporting. Impact: Reliable data integrity reduces operational risk, improves forecasting precision, and enables leadership to make confident decisions while supporting RevOps transformation initiatives. How: Audit existing data structures, define requirements for new fields and reporting, and collaborate with system admins to implement automations that replace manual work. Identify and resolve data gaps, design automated checks, and optimize workflows to ensure durable, repeatable processes. 5. Drive Forecasting Accuracy & Executive Reporting Excellence (First 6–9 Months) Outcome: Achieve 100% accuracy in renewal and churn reporting for executive reviews by consolidating CS insights into structured, repeatable artifacts. Ensure all reporting meets audit and forecasting requirements. Impact: Strengthens operational confidence and supports strategic planning by providing leadership with reliable, timely insights. How: Partner with Finance and Sales to align forecasting inputs, validate data integrity, and implement durable reporting processes that eliminate manual errors. Qualifications WHAT YOU BRING 2–5+ years in Customer Success Operations, FP&A, Revenue Operations, or Business Operations. Strong understanding of SaaS financial metrics (ARR, renewal math, uplifts, escalators, churn, saves). Experience with Salesforce reporting. Gainsight experience required; admin experience preferred. Ability to build dashboards (Power BI a plus). Comfort with AI tools and automation for insight generation and workflow scaling. Exceptional attention to detail and a track record of building repeatable processes. Confident communicator who can partner with CS, Sales, Finance, and Executives. Bias for action, improvement, and building for future scalability and needs. PowerPlan is an EOE Applicant Privacy Notice Work Arrangement This is a hybrid role that involves a combination of onsite work from our corporate office as well as work from home. While we strive to accommodate flexible working arrangements when sensible, there will be times when onsite work is required. This could include scheduled office days, team meetings, client meetings, or special events. #J-18808-Ljbffr