[US] Customer Success Operations Analyst

Customer Success Operations Analyst

Innovate with Benchmark Gensuite as a Customer Success Operations Analyst. By joining Benchmark Gensuite and exploring careers in the EHS, Sustainability, and ESG Disclosure Reporting space, you'll be helping customers throughout the business community empower informed decision making, improve employee safety, and lessen their environmental footprint while creating a culture that values diversity, equity, and inclusion. Join us and help make the corporate world better for the planet and better for its employees. Benchmark Gensuite jobs play a crucial role in helping develop our unified EHS, Sustainability, and ESG digital transformation software solutions that enable cross-functional performance excellence, enhance businesses' sustainability efforts, and help them achieve their ESG goals.

With our incredible global team, the collaborative spirit of our subscribers and partners, and the continuous innovation in exciting new technologies like Artificial Intelligence, Machine Learning, and IoT, a career at Benchmark Gensuite means you will continuously use and evolve your skills to develop fresh ideas and initiatives.

About the Role

We are seeking a technically curious and process-oriented Customer Success Operations Analyst to administer and continuously improve the systems that support our Subscriber Success organization.

In this early-career individual-contributor role, you will translate approved Subscriber Success strategies and processes into effective system configurations, workflows, reports, and user experiences across platforms such as Vitally, Onboard.io, Staircase, and related tools.

You will partner with Subscriber Success leaders and other stakeholders to understand business needs, clarify requirements, identify technical or process constraints, and recommend practical implementation approaches. This role focuses on implementing strategic direction within our systems rather than independently defining Subscriber Success strategy or business processes.

The ideal candidate is technically curious, analytical, detail-oriented, and eager to learn how people, processes, data, and technology work together. Direct experience administering Subscriber Success platforms is helpful but not required.

Key Responsibilities

• Administer and maintain Subscriber Success platforms, including Internal Systems, Vitally, Onboard.io, Staircase, and related tools.
• Translate approved strategies and processes into system configurations, workflows, automations, playbooks, lifecycle stages, templates, and user experiences.
• Partner with stakeholders to understand desired business outcomes, clarify requirements, and identify dependencies or constraints.
• Recommend technically sound alternatives when requested solutions may create unnecessary complexity or fail to achieve the intended outcome.
• Configure and maintain health scores, success plans, onboarding workflows, alerts, tasks, segmentation rules, and other operational components.
• Build dashboards and reports to monitor onboarding, subscriber health, engagement, adoption, risk, and operational performance.
• Support data fields, permissions, integrations, imports, exports, and data synchronization across Subscriber Success systems.
• Monitor data quality and system performance, troubleshoot issues, and coordinate with internal teams or vendors as needed.
• Test system changes and ensure configurations perform as intended without disrupting existing workflows.
• Maintain system documentation, business rules, troubleshooting procedures, user guides, and training materials.
• Provide system support and training to users, identifying root causes and resolving issues in a clear and timely manner.
• Manage assigned system requests according to priorities established by Subscriber Success leadership.
• Gather user feedback and usage insights to improve usability, reliability, data visibility, and process efficiency.
• Stay informed about platform and emerging AI capabilities and recommend practical opportunities to improve system administration and operational efficiency.

Skills and Qualifications

• Bachelor's degree in Business, Information Systems, Analytics, Mathematics, Engineering, Computer Science, or a related field, or equivalent practical experience.
• 3-5 years of professional experience in Customer Success Operations, business systems, analytics, process improvement, SaaS administration, or a related operational or technical role.
• Strong technical aptitude and ability to learn unfamiliar software systems quickly.
• Strong analytical, mathematical, and problem-solving skills with excellent attention to detail.
• Process-oriented mindset and interest in understanding how work moves across people, systems, and teams.
• Ability to translate business requirements into clear system configurations and implementation steps.
• Ability to ask thoughtful questions, challenge unclear assumptions, and recommend alternatives while respecting established decision-making authority.
• Strong organizational skills and ability to manage multiple requests and priorities.
• Strong written and verbal communication skills, including the ability to explain technical concepts to nontechnical users.
• Proficiency with Microsoft Office, particularly Excel.
• Ability to work independently in a remote environment while collaborating effectively with stakeholders.
• Demonstrated proficiency using generative AI tools for research, analysis, troubleshooting, documentation, and operational efficiency.
• Interest in Subscriber Success, Customer Success Operations, business systems, process improvement, SaaS administration, and emerging AI capabilities.

Preferred but not required:

• Experience with Vitally, Onboard.io, Staircase, a Customer Success platform, CRM, or other SaaS business system.
• Experience with reporting, data visualization, SQL, system integrations, or workflow automation.
• Internship, academic, volunteer, or project experience involving systems, analytics, process design, technology, or operations.

Travel Requirements:

• Occasional travel may be required for team meetings, company events, conferences, or other business needs.
• Travel expenses, including transportation, accommodation, and meals, will be reimbursed according to the company's travel policy.

Questions about the position? Please contact our HR Team, at View email address on click.appcast.io.