Summary
We are seeking a Customer Success Operations Analyst to support the implementation, administration, and continuous improvement of our Customer Success platform, Vitally. This role is ideal for someone early in their career who is interested in customer success, business operations, data analysis, and SaaS technology.
Working closely with Customer Success, Revenue Operations, Product, and Data teams, you will help build customer health scores, automate workflows, maintain customer data, create reports and dashboards, and ensure our teams are leveraging Vitally effectively.
This is an excellent opportunity to gain hands-on experience with modern Customer Success technology and customer lifecycle management.
Job Overview
- Job type: Full time
- Work setting: Work from home
- Location: Remote (Worldwide)
- Salary: Competitive pay
- Employer: Sphera
Responsibilities
Vitally Administration & Configuration
- Support the implementation and ongoing management of Vitally.
- Create and maintain customer health scores, lifecycle stages, and customer segments.
- Configure playbooks, workflows, alerts, and automation rules.
- Maintain account and user data integrity within Vitally.
- Assist with testing and rollout of new features and processes.
Customer Data Management
- Monitor integrations between Vitally, CRM, product usage platforms, support systems, and data warehouses.
- Identify and troubleshoot data quality issues.
- Validate customer usage and engagement data.
- Document data definitions and business rules.
Reporting & Analytics
- Build and maintain dashboards for Customer Success leadership.
- Track KPIs such as adoption, engagement, renewals, churn risk, and customer health.
- Support ad hoc analysis and reporting requests.
- Help identify trends and opportunities for improving customer outcomes.
Process Improvement
- Document Customer Success processes and workflows.
- Recommend improvements to customer lifecycle management.
- Assist in implementing scalable processes as the business grows.
- Support change management and user training initiatives.
Cross-Functional Collaboration
- Partner with Customer Success Managers, Revenue Operations, Product, and Engineering teams.
- Participate in project meetings and implementation workstreams.
- Help gather business requirements and translate them into system configurations.
Qualifications
Required
- Bachelor’s degree or equivalent experience in Business, Analytics, Information Systems, Operations, or a related field.
- 0–3 years of experience in Customer Success, Business Operations, Revenue Operations, Data Analytics, or SaaS environments.
- Strong analytical and problem-solving skills.
- Proficiency in Excel or Google Sheets.
- Excellent communication and organizational skills.
- Strong attention to detail and ability to manage multiple priorities.
Preferred
- Exposure to Customer Success platforms such as Vitally, Gainsight, Planhat, ChurnZero, or Totango.
- Experience with Salesforce, HubSpot, Zendesk, or similar systems.
- Basic SQL knowledge.
- Familiarity with SaaS business models and customer lifecycle concepts.
- Experience working with dashboards and BI tools.
Sphera is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all colleagues.
This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.