Senior Customer Success Operations Analyst | Hybrid | Reston, VA at Ellucian in US-VA-Reston

Job description

• Ellucian is seeking a Sr Customer Success Operations Analyst to help Customer Success Managers spend more of their time creating value for customers and less time navigating administrative work, fragmented processes, and systems.
• This role will design and improve the processes, automation, systems, and AI-enabled capabilities that make it easier for Customer Success teams to manage their portfolios, identify what requires attention, and execute consistent, high-quality customer engagements. The Analyst will also provide reliable operational visibility that helps CSMs prioritize their work and enables Customer Success leaders to make informed decisions.
• The ideal candidate combines analytical and technical problem-solving skills with a strong understanding of how operational design can improve the day-to-day experience and effectiveness of Customer Success and related teams. This role will partner closely with Customer Success, Revenue Enablement, Business Intelligence, and other cross-functional teams to translate business needs into scalable operational solutions.

Responsibilities

• Increase CS team capacity by identifying and eliminating unnecessary administrative work through process improvement, automation, and AI-enabled solutions.
• Make Customer Success processes easier and more consistent to execute by designing scalable workflows and translating business requirements into intuitive system experiences.
• Improve the quality of customer engagements by ensuring timely access to relevant customer context, signals, and recommended actions needed to prepare, prioritize, and engage effectively.
• Increase the value delivered through the Customer Success technology stack by configuring and optimizing
• Gainsight, Staircase AI, and related tools to support how CSMs work across the customer lifecycle.
• Use automation and AI to reduce manual effort, synthesize customer information, improve signal detection, and help teams identify where their attention will have the greatest impact.
• Improve portfolio and organizational visibility by creating and maintaining reporting, dashboards, and operational views that make customer health, risk, retention, growth, and execution priorities easy to understand and act upon.
• Build trust and confidence in the customer intelligence ecosystem by ensuring the accuracy, consistency, and reliability of data, signals, and system-generated insights through proactive data and integration management.
• Enable consistent execution of critical lifecycle motions, including risk management, business reviews, success planning, and other lifecycle programs.
• Drive adoption of new processes, tools, and ways of working through effective change management and multi-modal enablement, including live training, written documentation and job aids, on-demand video, and internal communications.
• Continuously evaluate how Customer Success work gets done, using operational performance, team feedback, and data to identify opportunities to simplify processes and improve team effectiveness.

Requirements

• 2–5 years of experience in Customer Success Operations, Revenue Operations, or a related analytical/operational role within a SaaS environment.
• Experience translating Customer Success processes and business requirements into scalable solutions using platforms such as Gainsight, Staircase, or similar tools.
• Strong analytical skills with experience building reports and dashboards and translating data into actionable insights.
• Experience designing and implementing workflows, automations, and scalable customer lifecycle programs.
• Familiarity with CRM systems (e.g., Salesforce) and integrating data across multiple systems.
• Strong project management and execution skills with the ability to manage multiple initiatives simultaneously.
• Strong communication skills, with the ability to translate technical concepts into clear, actionable guidance for business stakeholders.
• Experience developing enablement content across multiple formats (live training, documentation, video, internal communications).
• Detail-oriented with a strong focus on data accuracy and process consistency.
• Curiosity and interest in leveraging AI to improve operational efficiency and customer outcomes.
• Gainsight Level 3 Certification (or equivalent experience) is strongly preferred
• Proficiency with API integrations and foundational data architecture concepts to automate data flows and customer lifecycle actions.
• Familiarity with higher education technology or ERP SaaS solutions.
• Experience with data visualization or BI tools (e.g., Snowflake, Tableau, Power BI).
• Experience supporting scaled Customer Success or digital customer programs.

Skills

Required

• Analytical skills
• Technical problem-solving
• Process improvement
• Automation
• AI-enabled solutions
• Workflow design
• Reporting and dashboards
• Data analysis
• Project management
• Communication
• Change management
• Data accuracy

Preferred

• Gainsight Level 3 Certification
• API integrations
• Data architecture concepts
• Higher education technology
• ERP SaaS solutions
• Data visualization
• BI tools (Snowflake, Tableau, Power BI)
• Scaled Customer Success programs

Benefits

• Comprehensive health coverage: medical, dental, and vision
• Flexible time off
• Thrive Flex Lifestyle Account (LSA) that allows you to contribute towards your health, financial or learning interests
• 401k w/ match & BrightPlan - to help you save for the future
• Parental Leave
• 5 charitable days to support the community that supports us
• Telemedicine
• Wellness
• Headspace Care (mental health)
• Wellbeats (virtual fitness classes)
• RethinkCare & Wellthy– caregiver supporq
• Diversity and inclusion programs which provide access to internal employee resource groups
• Employee referral bonuses to encourage the addition of great new people to the team
• Education Assistance Program
• Professional development opportunities
• LinkedIn Learning
• Options
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