About the Role
Customer Success sits at the heart of the business — driving retention, expansion, forecasting and the value our customers realise. This role is the analytical engine that helps it scale. You'll turn what CSMs see every day into reliable analytics, forward-looking signals, and recommendations the team can act on. You'll sit inside RevOps as the operational partner to Customer Success, reporting to and coached by the Director, RevOps. This is deliberately a coaching-led role: the Director shapes priorities, reviews your work, and develops you into broader analytical ownership over the first 12–18 months. You'll be the only CSOps person for now — with the whole function behind you — building something the company is actively re-investing in. If you're energised by building rather than maintaining, that's the point. We believe AI is reshaping how we work, and the playbook is still being written. That's the exciting part — we're looking for people who want to have outsized impact as that plays out. NRR is your headline lens.
What You'll Own
- Retention & expansion reporting — GRR and NRR by cohort, segment, CSM, sector and ICP, so it's clear where growth is created and where it leaks.
- Renewal forecast inputs — a weighted, segmented monthly view of who'll renew, expand, downsell or churn, aligned with Finance and feeding the company forecast.
- Customer health scoring — a multi-dimensional model blending product usage, sentiment, support and relationship signals, maintained as the basis CS runs its book on.
- Expansion as a motion — white-space identification (high usage, low seat count, narrow adoption) built into something structured and repeatable.
- Post-sale automation & AI workflows — running and tuning health scoring, churn prediction, renewal workflows and voice-of-customer summarisation; spotting where automation lifts CSM capacity.
- Segmentation & time-to-value — segmenting the base so the right customers get the right service, and tracking TTV to the next meaningful milestone.
- Voice-of-customer & advocacy — a feedback loop routing CS-surfaced requests to Product, plus a data-driven way to find advocates for case studies and referrals.
- The product data relationship for CS — the primary link between CS and Product/Engineering, making sure adoption and usage signals reliably feed health scoring and the wider operating model.
- Cohort and retention analysis — what separates expanders from churners, time-to-value by segment, retention curves — is standing work here, not ad-hoc, with the Director as your sounding board on framing and interpretation.
What We're Looking For
You might be a fit if you have:
- 2+ years' experience, some of it inside a Customer Success function (CSM, CS associate, onboarding, support or similar) — you get how CS actually works day to day.
- Strong analytical instincts — turning data into recommendations is your default.
- Comfortable in SQL or warehouse data, with Tableau or PowerBI for visualisation.
- Speed — you pick up new tools, concepts and domains fast (Salesforce, a CS platform like Vitally, and the rest of the stack).
- Customer empathy — you know what CSMs need and what customers experience because you've been close to it.
- A self-starter streak — you find the work without being told, and ask sharp questions when it's unclear.
- Coachability — you want to be developed and treat feedback as a gift.
- Curiosity about AI in CS — health scoring, churn prediction, account-plan generation, voice-of-customer summarisation.
Bonus Points
- Hands-on time with Vitally, Gainsight, Kluster, ChurnZero or Hook
- Building or contributing to a health-score model
- Analysis on churn drivers or expansion patterns
- Product analytics (PostHog, Mixpanel, Amplitude)
- Operational reporting in Tableau or PowerBI
- AI workflows in production