Senior Customer Success Operations Analyst | Hybrid | Reston, VA (Reston, Virginia)

This job is with Ellucian, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly. About Ellucian

Ellucian powers innovation for higher education, partnering with approximately 3,000 customers across 50 countries, serving more than 21 million students. Ellucian's AI-powered platform, trained on the richest dataset available in higher education, drives efficiency, personalized experiences, and strengthened engagement for all students, faculty and staff. Fueled by decades of experience with a singular focus on the unique needs of learning institutions, the Ellucian platform features best-in-class SaaS capabilities and delivers insights needed now and into the future. These solutions and services span the entire student lifecycle, including data-rich tools for student recruitment, enrollment, and retention to workforce analytics, fundraising, and alumni engagement. Ellucian's innovative solutions, vast ecosystem of partners and user community of more than 45,000 provides best practices leading to greater institutional success and achieving better student outcomes.

Ellucian is seeking a Sr Customer Success Operations Analyst to help Customer Success Managers spend more of their time creating value for customers and less time navigating administrative work, fragmented processes, and systems.

This role will design and improve the processes, automation, systems, and AI-enabled capabilities that make it easier for Customer Success teams to manage their portfolios, identify what requires attention, and execute consistent, high-quality customer engagements. The Analyst will also provide reliable operational visibility that helps CSMs prioritize their work and enables Customer Success leaders to make informed decisions.

The ideal candidate combines analytical and technical problem-solving skills with a strong understanding of how operational design can improve the day-to-day experience and effectiveness of Customer Success and related teams. This role will partner closely with Customer Success, Revenue Enablement, Business Intelligence, and other cross-functional teams to translate business needs into scalable operational solutions.
Where You Will Make an Impact

• Increase CS team capacity by identifying and eliminating unnecessary administrative work through process improvement, automation, and AI-enabled solutions.
• Make Customer Success processes easier and more consistent to execute by designing scalable workflows and translating business requirements into intuitive system experiences.
• Improve the quality of customer engagements by ensuring timely access to relevant customer context, signals, and recommended actions needed to prepare, prioritize, and engage effectively.
• Increase the value delivered through the Customer Success technology stack by configuring and optimizing
• Gainsight, Staircase AI, and related tools to support how CSMs work across the customer lifecycle.
• Use automation and AI to reduce manual effort, synthesize customer information, improve signal detection, and help teams identify where their attention will have the greatest impact.
• Improve portfolio and organizational visibility by creating and maintaining reporting, dashboards, and operational views that make customer health, risk, retention, growth, and execution priorities easy to understand and act upon.
• Build trust and confidence in the customer intelligence ecosystem by ensuring the accuracy, consistency, and reliability of data, signals, and system-generated insights through proactive data and integration management.
• Enable consistent execution of critical lifecycle motions, including risk management, business reviews, success planning, and other lifecycle programs.
• Drive adoption of new processes, tools, and ways of working through effective change management and multi-modal enablement, including live training, written documentation and job aids, on-demand video, and internal communications.
• Continuously evaluate how Customer Success work gets done, using operational performance, team feedback, and data to identify opportunities to simplify processes and improve team effectiveness.

What You Will Bring

• 2-5 years of experience in Customer Success Operations, Revenue Operations, or a related analytical/operational role within a SaaS environment.
• Experience translating Customer Success processes and business requirements into scalable solutions using platforms such as Gainsight, Staircase, or similar tools.
• Strong analytical skills with experience building reports and dashboards and translating data into actionable insights.
• Experience designing and implementing workflows, automations, and scalable customer lifecycle programs.
  Familiarity with CRM systems (e.g., Salesforce) and integrating data across multiple systems.
• Strong project management and execution skills with the ability to manage multiple initiatives simultaneously.
• Strong communication skills, with the ability to translate technical concepts into clear, actionable guidance for business stakeholders.
• Experience developing enablement content across multiple formats (live training, documentation, video, internal communications).
• Detail-oriented with a strong focus on data accuracy and process consistency.
• Curiosity and interest in leveraging AI to improve operational efficiency and customer outcomes.
• Nice to Have
  
  • Gainsight Level 3 Certification (or equivalent experience) is strongly preferred
  • Proficiency with API integrations and foundational data architecture concepts to automate data flows and customer lifecycle actions.
  • Familiarity with higher education technology or ERP SaaS solutions.
  • Experience with data visualization or BI tools (e.g., Snowflake, Tableau, Power BI).
  • Experience supporting scaled Customer Success or digital customer programs.

• Comprehensive health coverage: medical, dental, and vision 
• Flexible time off 
• Thrive Flex Lifestyle Account (LSA) that allows you to contribute towards your health, financial or learning interests
• 401k w/ match & BrightPlan - to help you save for the future
• Parental Leave
• 5 charitable days to support the community that supports us
• Telemedicine
• Wellness
  • Headspace Care (mental health)
  • Wellbeats (virtual fitness classes)
• RethinkCare & Wellthy- caregiver supporq
• Diversity and inclusion programs which provide access to internal employee resource groups 
• Employee referral bonuses to encourage the addition of great new people to the team
• We Foster a learning culture with:
  • Education Assistance Program 
  • Professional development opportunities
  • LinkedIn Learning

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