Senior Analyst, Customer Success Operations

Senior Analyst, Customer Success Operations

We are seeking a Senior Analyst, Customer Success Operations to support our customer-facing organization, spanning Training & Knowledge, Customer Support, and Customer Success. This role will serve as a central analytical partner focused on building performance visibility, executing high-quality analysis, and supporting data-driven decision-making across the customer organization.

This role will interact very closely with the Chief Customer Officer (CCO), this role is ideal for an analytical, execution-oriented professional who enjoys turning complexity into clarity. Initially, the role will focus on executing analysis and reporting, with close partnership and guidance from the CCO. Over time, the Sr. Associate will grow into a trusted thought partner who helps surface trends, sharpen questions, and inform strategic decisions.

This role plays a critical part in bringing clarity and consistency to how we understand and manage the customer experience at scale. By strengthening KPI visibility and customer journey insights, the Sr. Associate will directly influence how we onboard, train, support, and retain thousands of users across our platform.

What You'll Do

Analytical Decision Support

• Execute ad hoc and recurring analyses to support decision-making across the Customer Organization (Training & Knowledge, Customer Support, and Customer Success)
• Translate business questions into structured analyses (e.g., onboarding capacity, workload distribution, training throughput, engagement patterns)
• Prepare clear, executive-ready summaries, visuals, and recommendations for leadership review
• Partner closely with the CCO to refine analytical framing and outputs

KPI Reporting & Performance Infrastructure

• Design, build, and maintain KPI dashboards and recurring reporting for weekly, monthly, and quarterly operating reviews
• Define and standardize metrics in partnership with functional leaders
• Establish consistent metric definitions, data sources, and reporting cadences
• Evolve reporting from descriptive metrics to insight-oriented views that highlight trends, changes, and exceptions

Customer Journey, Health & Adoption Analytics

• Analyze performance across key stages of the customer journey, including onboarding, training, adoption, ongoing usage, and renewal
• Support development of customer health frameworks and adoption indicators
• Identify early signals of customer risk, friction, or opportunity based on usage, training, and support data
• Build reporting and insights that enable proactive engagement by customer-facing teams
• Track customer cohorts over time to understand drivers of retention

Systems & Process Enablement (Analytical Support)

• Support evaluation and implementation of customer-facing tools (e.g., CS platforms, service desk systems, LMS, AI-enabled knowledge tools)
• Provide analytical input into customer journey and process improvement initiatives
• Assess effectiveness of tools and workflows using data and observed outcomes
• Ensure systems generate usable, decision-quality data to support reporting and analysis

What We're Looking For

Experience

• US Citizenship Required
• 3–5 years of experience in consulting, analytics, finance, operations, or a related field
• Experience supporting customer-facing, services, SaaS, or scaled operations environments preferred
• Background in analytics-driven decision support rather than pure BI or tool administration

Skills

• Strong dashboarding and reporting skills (Power BI preferred, Tableau acceptable)
• Microsoft SQL
• Advanced Excel proficiency
• Strong analytical problem-solving skills, including structuring ambiguous questions and synthesizing insights
• Comfort leveraging AI tools to enhance analysis and efficiency
• Clear written and verbal communication skills for leadership audiences

Working Style & Mindset

• Execution-oriented, analytical, and detail-conscious
• Comfortable operating in a supporting, advisory role with senior leaders
• Thoughtful and objective; able to surface insights without forcing change
• Able to work effectively with tenured team members and subject-matter experts
• Motivated to grow into greater strategic responsibility over time

Why Join LeadsOnline?

Be part of a team where your work truly matters. Help law enforcement agencies serve their communities better while thriving in a supportive, mission-driven culture that values Service, Energy, Ownership, and People.

What You Can Expect From Us:

We serve with Energy, diligence, and persistence. We deeply believe the work we do makes a difference in the lives of our users, the communities they protect, and the victims they serve. Guided by Ownership, we continually push to make our products better and to make each other better.

At LeadsOnline, we take our work seriously but not ourselves. You'll find joy, camaraderie, and fun in everything we do. That's Service, Energy, Ownership, and People in action.

LeadsOnline is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics.

LeadsOnline maintains a drug-free workplace. The unlawful use, possession, or distribution of controlled substances or marijuana is strictly prohibited and will result in disciplinary action, up to and including termination.