Customer Success Operations Analyst

About OpenSesame

OpenSesame is disrupting the workforce development industry by leveraging an AI-powered marketplace of more than 50,000 skills courses, complemented by assessments, content authoring, curation, personalized learning pathways, and virtual coaching. eLearning is delivered seamlessly through existing enterprise systems and in the flow of work. More than 2,000 companies, including 150+ of the Global 2000, rely on OpenSesame to develop the world's most productive and admired workforces.

About the Customer Success Operations Team

The Customer Success Operations team enables the Customer Success organization to work smarter, scale more effectively, and deliver better customer outcomes. This team partners across systems, process design, lifecycle strategy, and automation to improve how the company supports customers across both managed and digitally-led motions. You'll be part of a strategic function that bridges data, technology, and human expertise to transform how customer success is delivered.

About the Role

OpenSesame is seeking a data-driven, systems-minded, and highly analytical Customer Success Operations Analyst to help power smarter decision-making across the entire Customer Success organization. This role will own the reporting, dashboards, and data-informed automation support for Customer Success teams, serving as a critical operational function that drives visibility, efficiency, and customer outcomes.

As an operator on this team, you will transform customer and operational data into reliable dashboards, clear and actionable insights, and scalable automations. You will be the bridge between data and strategy—working alongside Data Engineering to ensure the right data foundations exist, and partnering with the CS Ops Manager to turn those foundations into scalable automation solutions, including scorecards, lifecycle programs, and tech-touch strategies.

This role will help shape the future of Customer Success at OpenSesame by designing human+AI workflows that expand CSM capacity, improve consistency, and better serve customers across all segments. You'll work with cutting-edge tools and methodologies to create systems that scale.

Key Responsibilities

• Build and own scalable reporting, dashboards, and forecasting that give CSM and Customer Success leaders clear visibility into customer health, risk, and growth opportunities across the entire customer base.
• Act as a steward for CS data integrity, collaborating with Data Engineering to establish the standards and definitions that ensure metrics are consistent, trusted, and actionable across the company.
• Turn customer, product, and revenue data into actionable insights that directly drive retention, expansion, and smarter lifecycle decisions aligned with business strategy.
• Partner cross-functionally to translate insights into action—shaping health scores, customer segmentation, automations, and customer success programs that improve outcomes.
• Leverage AI and automation tools to scale customer outreach, predict churn risks, and reduce manual operational overhead for the CS team, freeing them to focus on high-value relationships.
• Design and implement AI-powered and agent-based workflows that help CSMs manage their portfolios more efficiently and spend more time on strategic, relationship-focused customer work.
• Establish KPIs and measure impact of operational improvements, ensuring continuous optimization of CS processes and tools.
• Provide training and support to Customer Success teams on new dashboards, metrics, and automated tools to ensure adoption and effective use.

What We're Looking For

The ideal candidate brings a combination of technical skills and strategic business thinking. You should have demonstrated experience with data analytics, business intelligence, and CRM systems. You'll need strong SQL knowledge, proficiency with dashboarding and visualization tools (such as Tableau, Looker, or similar platforms), and hands-on experience with marketing automation or customer success platforms (Salesforce, HubSpot, Gainsight, or equivalent).

Beyond technical capabilities, you must be comfortable working in ambiguity, comfortable with automation and workflow design, and have a track record of translating complex data into business insights. You should thrive in cross-functional collaboration and have the ability to communicate technical findings to non-technical stakeholders. A background in operations, customer success, or business intelligence is highly valuable.

Why Join OpenSesame

You'll join a company that is fundamentally transforming how enterprises develop their workforces through AI and learning technology. This role offers the opportunity to make a direct impact on how thousands of companies support employee growth and development. You'll work with modern tools, collaborate with talented teams, and help shape the future of customer success operations in a rapidly growing industry.

💰 Compensation not publicly listed. Market estimate for similar roles: from $70K, varying by experience and location.