Customer Success Operations Analyst

Role Overview

• Own and execute the operational workflows that support the Customer Success organization.
• Translate defined business and process requirements into configured workflows, automations, and reporting structures within our Customer Success Platform (PlanHat).
• Serve as the end-to-end owner of the tool (Planhat). Specifically, “managing, configuration, and optimization.
• Build and maintain dashboards that provide visibility into customer health, performance metrics, and team activity.
• Ensure operational data is accurate, organized, and reliable for decision-making.
• Work directly with stakeholders to understand their challenges and provide solutions.
• Expand into Kantata administration as operational scope grows.
• Operate with strong ownership and proactive communication, acknowledging requests promptly and providing clear timelines.
• Deliver work accurately and reliably, minimizing rework and delays.

Requirements

• 4–6 years of experience in Customer Success Operations, Business Operations, Revenue Operations, or similar roles within a SaaS environment.
• Experience translating defined business requirements into structured workflows, automations, or reporting within a system.
• Experience building dashboards or operational reports within business tools.
• Demonstrated ability to learn new systems quickly and independently.
• Strong attention to detail and commitment to high-quality execution.
• Clear, professional English communication skills.
• Proven track record of ownership, reliability, and proactive follow-through in fast-paced environments.

Benefits

• Health Coverage: Employee and immediate family members.
• Time Away: Flexible paid time off and 10 company paid holidays annually.
• Family Support: Exceptional paid leave for birth parents, non-birth parents, and caregivers.  Onit also offers surrogacy and adoption reimbursement.
• Income Protection: 100% employer-paid life and disability insurance.
• Additional Coverage Options: Voluntary benefits including hospital indemnity, critical illness, accident.
• Tax-Advantaged Accounts: Flexi, NPS.
• Community Engagement: One paid volunteer day each year to give back to the community.