Customer Success Operations Analyst

✨ What you’ll be working on

Sphera is hiring a Customer Success Operations Analyst for a remote role. This opportunity is a strong fit for someone who wants to build a career in customer success operations, reporting, customer data, SaaS tools, and process improvement.

If you enjoy working behind the scenes to help customer success teams run better whether that means cleaning up data, building dashboards, improving workflows, or supporting customer health tracking this role looks worth a look.

You’ll work closely with teams across customer success, revenue operations, product, and data, and help make sure the systems and reporting behind the customer journey actually work the way they should.

About the Company

Sphera provides software and services that help businesses manage environmental, health, safety, and sustainability programs. The company works with organizations that need better visibility into risk, compliance, safety, and ESG-related operations.

Sphera is also backed by Blackstone, and the company positions itself as part of the broader environmental, social, and governance (ESG) space.

About the Role

As a Customer Success Operations Analyst, you’ll support the systems, reporting, and processes that help Sphera’s customer success team do their work more effectively.

A big part of the role involves supporting Vitally, the company’s customer success platform. That means helping maintain customer health scores, segments, workflows, lifecycle stages, dashboards, and automations while also making sure customer data stays accurate across connected systems.

This role is especially suitable for someone who’s still early in their career but already interested in customer success operations, business operations, analytics, or SaaS tooling. You won’t just be watching from the sidelines, you’ll be helping shape how customer data and customer success processes are managed day to day.

What You’ll Be Doing

Customer Success Platform Support

• Help support the setup, maintenance, and day-to-day administration of Vitally
• Maintain customer health scores, customer lifecycle stages, and segmentation rules
• Configure workflows, playbooks, alerts, and automation rules
• Support testing and rollout of updates, new features, or process changes inside the platform
• Help keep account and user data clean and reliable

Customer Data & System Coordination

• Monitor data flowing between Vitally and other tools such as CRM, product usage systems, support tools, and internal data sources
• Spot data quality issues and help troubleshoot them
• Validate customer usage and engagement data
• Document data definitions, rules, and internal logic used by the team

Reporting & Analysis

• Build and maintain dashboards for customer success leadership
• Track metrics like adoption, engagement, renewals, churn risk, and overall customer health
• Support reporting requests and ad hoc analysis when needed
• Help identify patterns, gaps, or opportunities to improve customer outcomes

Process Improvement & Team Support

• Document customer success processes and internal workflows
• Suggest improvements to lifecycle management and day-to-day operations
• Support scalable process changes as the company grows
• Help with user training, change management, and adoption of new workflows

Cross-Functional Collaboration

• Work with Customer Success, Revenue Operations, Product, Engineering, and Data teams
• Join project discussions and implementation workstreams
• Help translate business needs into system setup or operational improvements

What They’re Looking For

Required

• Bachelor’s degree or equivalent experience in Business, Analytics, Information Systems, Operations, or a related field
• 0 to 3 years of experience in Customer Success, Business Operations, Revenue Operations, Data Analytics, or a SaaS-related environment
• Strong analytical and problem-solving skills
• Good working knowledge of Excel or Google Sheets
• Strong communication and organizational skills
• High attention to detail and the ability to manage multiple priorities

Nice to Have

• Exposure to customer success platforms such as Vitally, Gainsight, Planhat, ChurnZero, or Totango
• Experience with systems like Salesforce, HubSpot, Zendesk, or similar tools
• Basic SQL knowledge
• Familiarity with SaaS business models and customer lifecycle concepts
• Experience building or working with dashboards and BI tools

Why This Role Stands Out

This could be a strong role for someone who wants to get into the operational side of customer success, rather than only working in a front-line customer-facing role.

You’ll get exposure to:

• customer success systems and tooling
• reporting and dashboards
• customer health scoring
• workflow automation
• data quality and lifecycle management
• cross-functional SaaS operations work

If you’re the kind of person who likes systems, process improvement, analytics, and making customer teams run better behind the scenes, this role has a lot more depth than a basic entry-level analyst post.