Job description

POSITION PURPOSE The Client Success Operations Analyst owns the data-driven methodology and operational framework that enables the Client Success organization to create value for Clients at scale. By leveraging purpose-built tools, technology, and processes across Engagement Solution lines, the Analyst ensures a personalized Client experience regardless of segment or lifecycle stage. This role does not directly manage a portfolio of accounts but influences Client interactions by driving program & platform(s) adoption, engagement, and satisfaction. The Analyst manages the operational aspects of the Client Success function, equipping the team with insights that increase effectiveness, efficiency, and impact. ACCOUNTABILITIES & PERFORMANCE EXPECTATIONS Data & Insights • Create, maintain, and optimize dashboards, views, and reports (e.g., CS Scorecard) to track Client health, team performance, and organizational impact. • Provide analytics support for CSAT, capacity planning, renewal forecasting, and utilization. • Translate data into actionable insights, enabling Client Success leaders to make proactive, informed decisions. Process & Enablement • Design, document, and launch scalable processes, workflows, and automations to improve efficiency and ensure consistent Client experience across Engagement Solution Lines, as applicable. • Analyze and recommend improvements to operational practices, ensuring alignment to Client Success and company objectives. • Manage internal collateral and Client-facing program assets, as applicable. Systems & Tools • Serve as administrator and power user for Client Success platforms (Totango, Zendesk, Loop, Pendo, Workfront, Salesforce, Zapier etc.). • Build and operationalize the Client journey map across systems, automating touchpoints wherever possible. • Partner with cross-functional stakeholders (Sales, Solution Line, Product, Delivery) to define requirements and implement solutions. • Ensure data integrity and system hygiene across CRM, CS platforms, and supporting tools. Community & Communication • Manage Client-facing communications (platform updates, in-app notifications). • Coordinate automated reporting, partner webinars, and other Client engagement programs, as applicable. • Support the development and implementation of engagement strategies and initiatives. Cross-Functional Collaboration • Partner with Sales, Solution Lines, Delivery, Finance, and Product to ensure a seamless Client lifecycle and consistent reporting. • Function as a connector between operational analytics and frontline Client Success execution. POSITION REQUIREMENTS Qualifications • Bachelor’s degree in business, Analytics, Communications, or related field required. • 3+ years of Client-facing experience (Account Management, Client Success, Employee Engagement, or related). • Strong problem-solving, analytical, and strategic thinking skills; able to connect data to business outcomes. • Experience with Client Success platforms (Totango, ChurnZero, Gainsight, Vitally, etc.) and CRM systems (HubSpot or Salesforce). • Proficiency in Excel/Google Sheets and BI tools (Tableau, Power BI, or similar). • Experience with Client segmentation and health/revenue tracking. • Strong communication skills—able to present data, insights, and recommendations to leadership and large groups. • Highly organized, detail-oriented, with demonstrated project management experience. • Comfortable working in a SaaS or professional services environment. Success Profile • Client-Centric Mindset: Views data, systems, and processes as tools to create better Client outcomes. • Operational Excellence: Builds scalable, repeatable, and efficient processes that drive consistency. • Tech & Data Savvy: Fluent in CS tools, automation, and data visualization; able to “tell the story” with data. • Collaborative Spirit: Strong cross-functional partner, able to influence without direct authority. • Continuous Improvement: Proactively identifies gaps and designs solutions to uplevel team performance. • Adaptable: Thrives in a fast-paced, evolving business environment.

Requirements

Must-haves

Data & Insights
Create, maintain, and optimize dashboards, views, and reports (e.g., CS Scorecard) to track Client health, team performance, and organizational impact.
Provide analytics support for CSAT, capacity planning, renewal forecasting, and utilization.
Translate data into actionable insights, enabling Client Success leaders to make proactive, informed decisions.
Process & Enablement
Design, document, and launch scalable processes, workflows, and automations to improve efficiency and ensure consistent Client experience across Engagement Solution Lines, as applicable.
Analyze and recommend improvements to operational practices, ensuring alignment to Client Success and company objectives.
Manage internal collateral and Client-facing program assets, as applicable.
Systems & Tools
Serve as administrator and power user for Client Success platforms (Totango, Zendesk, Loop, Pendo, Workfront, Salesforce, Zapier etc.).
Build and operationalize the Client journey map across systems, automating touchpoints wherever possible.
Partner with cross-functional stakeholders (Sales, Solution Line, Product, Delivery) to define requirements and implement solutions.
Ensure data integrity and system hygiene across CRM, CS platforms, and supporting tools.
Community & Communication
Manage Client-facing communications (platform updates, in-app notifications).
Coordinate automated reporting, partner webinars, and other Client engagement programs, as applicable.
Support the development and implementation of engagement strategies and initiatives.
Cross-Functional Collaboration
Partner with Sales, Solution Lines, Delivery, Finance, and Product to ensure a seamless Client lifecycle and consistent reporting.
Function as a connector between operational analytics and frontline Client Success execution.
Bachelor’s degree in business, Analytics, Communications, or related field required.
3+ years of Client-facing experience (Account Management, Client Success, Employee Engagement, or related).
Strong problem-solving, analytical, and strategic thinking skills; able to connect data to business outcomes.
Experience with Client Success platforms (Totango, ChurnZero, Gainsight, Vitally, etc.) and CRM systems (HubSpot or Salesforce).

Nice-to-haves

None flagged.

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: adp-workforce-now
Effort: medium