Senior Analyst, Customer Success Operations

Job Title: Senior Analyst, Customer Success Operations

Location: India Remote 

Timings: US Shift – CST hours

Why BirdEye?

Birdeye is the highest-rated reputation, social media, and customer experience platform for local businesses and brands. Over 150,000 businesses use Birdeye’s AI-powered platform to effortlessly manage online reputation, connect with prospects through social media and digital channels, and gain customer experience insights to grow sales and thrive.

At Birdeye, innovation isn't just a goal – it's our driving force. Our commitment to pushing boundaries and redefining industry standards has earned us accolades as one of the foremost providers of AI, Reputation Management, Social Media, and Customer Experience software by G2.

Founded in 2012 and headquartered in Palo Alto, Birdeye is led by a team of industry experts and innovators from Google, Amazon, Salesforce, and Yahoo. Birdeye is backed by the who’s who of Silicon Valley - Salesforce founder Marc Benioff, Yahoo co-founder Jerry Yang, Trinity Ventures, World Innovation Lab, and Accel-KKR.

Role Overview

You will play a critical role in enabling the Customer Success organization to operate efficiently, scale effectively, and deliver exceptional customer outcomes. You will partner closely with Customer Success leadership, RevOps, Sales Ops, and other cross-functional stakeholders to analyze performance, identify gaps, and drive process improvements through data, insights, systems, and operational rigor.

This role is ideal for a highly analytical operator who thrives in a fast-paced SaaS environment, is comfortable working with senior stakeholders, and enjoys turning ambiguous problems into structured, actionable solutions.

Key Responsibilities:

Customer Success Operations & Analytics

• Build, maintain, and deliver recurring and ad-hoc analyses across key Customer Success areas such as:
  • Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)
  • Expansion pipeline health and conversion
  • Segment performance (SMB vs. Enterprise)
  • Capacity and staffing optimization
  • Tech stack and process efficiency
• Analyze customer data to identify trends, risks, growth opportunities, and operational gaps, and translate insights into clear recommendations.
• Partner with CS leadership to support quarterly business reviews (QBRs), planning cycles, and executive-level reporting.

Process Improvement & Scale

• Identify opportunities to simplify, automate, and standardize Customer Success workflows to improve scalability and consistency.
• Support the design, documentation, and rollout of Customer Success processes across the customer lifecycle (onboarding, adoption, renewal, expansion).
• Partner with RevOps and Systems teams to improve data quality, reporting accuracy, and system alignment across tools.

Cross-Functional Collaboration

• Work closely within RevOps, Product, Bizapp, and Finance to ensure alignment on customer metrics, handoffs, and shared goals.
• Support initiatives to improve onboarding, adoption, and customer engagement through better data visibility and operational processes.
• Act as a trusted analytical partner to Customer Success leadership, proactively surfacing insights and recommendations.

Tools, Reporting & Enablement

• Develop and maintain dashboards, reports, and metrics to track Customer Success performance and progress against goals.
• Support evaluation and optimization of Customer Success tools and technologies (CRM, CS platforms, analytics tools).
• Ensure reporting and insights are accurate, timely, and actionable for stakeholders across time zones.

Experience & Skills

• 4–6+ years of experience in Customer Success Operations, Revenue Operations, Business Operations, preferably in an Enterprise/B2B SaaS environment.
• Strong analytical skills with the ability to synthesize complex data into clear insights and recommendations.
• Hands-on experience with Salesforce CRM systems; SFDC certification is a plus.
• Experience working with Customer Success metrics such as retention, expansion, churn, health scores, and capacity models.
• Proven ability to break down ambiguous problems into structured analyses and practical solutions.

Collaboration & Communication

• Excellent written and verbal communication skills, with experience presenting insights to senior stakeholders.
• Strong cross-functional collaboration skills and comfort working with distributed teams.
• Ability to influence without authority through data, clarity, and structured thinking.

Working Style

• Comfortable working in a highly visible, fast-paced SaaS environment.
• Detail-oriented, process-driven, and passionate about building systems that scale.
• Ability to operate independently in a remote set-up environment
• Willing and able to work US Shift (CST hours) on a regular basis. 

Why You’ll Join Us

At Birdeye, we are relentless innovators driven by a singular goal: to lead our category with unparalleled excellence. We don't just set goals – we surpass them. We're a team of doers who roll up our sleeves and get the job done, delivering on our promises with unwavering dedication.

Working here means embracing a culture of action and accountability, where every person is empowered to make an impact. We don't just talk about making a difference – we make it happen.