OpenSesame - Customer Success Operations Analyst

• Build and own scalable reporting, dashboards, and forecasting that give CSM and Customer Success leaders clear visibility into customer health, risk, and growth opportunities. • You will act as a steward for CS data integrity, collaborating with Data Engineering to establish the standards and definitions that ensure our metrics are consistent and trusted across the company. • Turn customer, product, and revenue data into actionable insights that drive retention, expansion, and smarter lifecycle decisions. • Partner cross-functionally to translate insights into action—shaping health scores, segmentation, automations, and customer programs. • Leverage AI and automation tools to scale customer outreach, predict churn risks, and reduce manual operational overhead for the CS team. • scale • predict • Design and implement AI-powered and agent-based workflows that help CSMs manage their portfolios more efficiently and spend more time on strategic customer work. • Key Performance Objectives: • Build a strong understanding of OpenSesame’s Customer Success strategy, customer motions, lifecycle stages, KPIs, and operating rhythms. • Learn the current reporting environment, dashboard landscape, data sources, and definitions used across Customer Success. • Build relationships with CS leadership, CS Ops, and key cross-functional partners. • Identify early opportunities to improve data quality, reporting clarity, and dashboard usability. • Take ownership of core CS dashboards and recurring reporting. • Partner with CS Ops to identify automation opportunities backed by data and operational needs. • Improve confidence in core CS reporting by resolving inconsistencies, clarifying logic, or simplifying access. • Deliver initial analyses on customer health, segment performance, lifecycle friction points, or tech-touch opportunities. • Identify repeatable CSM tasks that can be delegated to automation or agents. • Launch or significantly improve a core suite of Customer Success dashboards used by leadership and frontline teams. • Provide reporting and analysis that improves early risk detection, visibility into expansion opportunities, and renewal forecast accuracy. • Establish a repeatable rhythm for delivering insights that influence prioritization, planning, and program design. • Present at least 1–2 data-backed recommendations that lead to operational improvements, lifecycle changes, or new automation efforts. • Become a trusted partner to CS leadership and CS Ops in using data to improve team performance and customer outcomes. • Be the go-to partner for Customer Success reporting, analysis, and data storytelling. • Build scalable foundations across data, automation, and workflow design that make AI adoption and lifecycle optimization easier to implement across Customer Success. • Build or orchestrate agent-based solutions with clear guardrails. • Customer Success has a single trusted owner for dashboards, reporting, and analysis. • Leadership decisions are faster, more confident, and grounded in reliable data. • CS Ops can operationalize better automations and lifecycle programs because the underlying analysis is stronger. • CSMs get clearer visibility into risk, opportunity, and next-best action. • Managed and digitally led motions improve because data is actively shaping where we invest. • Our CS Teams operate within the human+AI framework through the automations, AI tools, and agent-based workflows. • You might notice we don’t list a traditional set of requirements or buzzwords here. That’s intentional. • We’re looking for proven examples from your career that show you can build brands, create scalable systems, and drive measurable marketing impact. When you look back a year from now, you’ll know you’ve elevated OpenSesame’s brand and strengthened its market presence. • Location: This position can be based anywhere in the US. We operate as a remote-first company and invest in all-company in-person meetings several times a year. • Location • Performance Driven: We're looking for self-starters with a track record of delivering excellent results, but we're highly selective about who we hire. We don't focus on typical job requirements; instead, we're interested in specific examples from your past experiences. All positions can be based anywhere in the US, and require up to 15 days of travel per year, with senior management and leadership teams requiring up to 35 days. • Performance Driven • Compensation: On-target earnings for this role range between $110,000 and $120,000 per year, depending on experience. At OpenSesame, we offer a comprehensive benefits package to employees upon hire, including professional development, ISOs, health insurance, 401(k) matching, and paid time off. We carefully consider a wide range of compensation factors, relying on market data to determine compensation and consider your specific job family, background, skills, and experience. We prioritize pay transparency, fairness, and equity to create a positive and inclusive work environment, regularly reviewing our compensation practices to align with our values and goals.