[US] Customer Success Operations Analyst
HybridMason, Ohio, United States
Job Summary
Administer and maintain Subscriber Success platforms, including Vitally, Onboard.io, and Staircase, by translating approved strategies into system configurations, workflows, automations, and user experiences. Partner with stakeholders to clarify requirements, identify constraints, and recommend practical implementation approaches while configuring health scores, success plans, and segmentation rules. Build dashboards to monitor onboarding, subscriber health, and operational performance, then support data fields, integrations, and troubleshooting to ensure system reliability. Manage assigned requests, maintain documentation, and provide user training while leveraging generative AI tools to improve efficiency. This early-career role supports the Subscriber Success organization within Benchmark Gensuite's unified EHS, Sustainability, and ESG digital transformation software.
Required Qualifications
- Bachelor's degree in Business, Information Systems, Analytics, Mathematics, Engineering, Computer Science, or a related field, or equivalent practical experience
- 3-5 years of professional experience in Customer Success Operations, business systems, analytics, process improvement, SaaS administration, or a related operational or technical role
- Strong technical aptitude and ability to learn unfamiliar software systems quickly
- Strong analytical, mathematical, and problem-solving skills with excellent attention to detail
- Process-oriented mindset and interest in understanding how work moves across people, systems, and teams
- Ability to translate business requirements into clear system configurations and implementation steps
- Ability to ask thoughtful questions, challenge unclear assumptions, and recommend alternatives while respecting established decision-making authority
- Strong organizational skills and ability to manage multiple requests and priorities
- Strong written and verbal communication skills, including the ability to explain technical concepts to nontechnical users
- Proficiency with Microsoft Office, particularly Excel
- Ability to work independently in a remote environment while collaborating effectively with stakeholders
- Demonstrated proficiency using generative AI tools for research, analysis, troubleshooting, documentation, and operational efficiency
Desired Qualifications
- Experience with Vitally, Onboard.io, Staircase, a Customer Success platform, CRM, or other SaaS business system
- Experience with reporting, data visualization, SQL, system integrations, or workflow automation
- Internship, academic, volunteer, or project experience involving systems, analytics, process design, technology, or operations
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