Client Success Operations Analyst

Responsibilities

• Administer and optimize CS platforms, specifically ChurnZero, to ensure data cleanliness and smart workflows
• Leverage AI tools and technology to build dashboards that surface churn risk, expansion opportunities, and engagement health
• Design and automate workflows to reduce manual tasks for CSMs, such as visit summaries and success plan updates
• Operationalize AI tools to improve churn scores, engagement scores, and proactive outreach triggers
• Establish standards for client visit documentation and Voice of Customer (VOC) data capture
• Translate raw customer data into actionable intelligence and executive-ready reporting for NRR, GRR, and expansion performance
• Identify leading indicators of churn and growth to provide proactive insights rather than just metrics

Requirements

• 2–3 years of experience in CS Ops, Revenue Ops, or a data/analytics role, ideally within a SaaS company
• Hands-on experience with a Customer Success platform such as ChurnZero or Gainsight
• Proficiency in writing queries, building dashboards, and performing data storytelling
• Experience with, and a strategic interest in, AI and automation tools
• A process-oriented mindset focused on fixing inconsistencies and automating manual tasks
• High output and a desire to build systems that increase team effectiveness

Benefits

• Competitive base salary between $80,000 and $100,000
• Generous time off including 20 vacation days, 2 reboot days, and your birthday off
• Comprehensive medical, dental, and vision coverage
• 401(k) matching and a monthly wellness stipend
• Parental leave
• Office perks including lunch and snacks

About the Company

Smokeball is an award-winning legal tech company that transforms how law firms work by boosting organization, productivity, and profitability. We are a global, community-driven company on a mission to help small and midsize firms thrive through software they actually love.